Woek@Home

The future of customer experience is remote.

  • Deliver the best customer experience from anywhere in the world with Falcon. We have combined industry best practices and contemporary technology to bring you a comprehensive remote work solution. In our first month of implementation, we moved over 2,500 staff home in days with telling results:

  • Customer Satisfaction rose from 88% to 91%
  • Quality Assurance Score increased from 87% to 94%
  • Absenteeism decreased by 50%

FalconCX

Optimise your business performance beyond workspaces with our enhanced services and operation modules.
Work@Home Augmented Performance
  • Additional home protocols to guide communication and procedure
  • Fraud playbook and Code of Conduct for home talents
  • Online Resiliency courses and home operations
  • Optimal algorithm configuration for work from home queues
Tech for Home Offices
  • Robotic process automation (RPA) for smoother operation
  • Encrypted voice delivery with VoIP
  • VPNs and Firewalls to ensure safe access to systems
  • Virtual technical helpdesk for immediate remote support
Data Security
  • Up-to-date NDA policies to prevent fraud and data leaks
  • Data encryption throughout all communication
  • Payment Card Industry Data Security - Standard (PCI-DSS) compliant
On-The-Go Analytics
  • Real-time dashboard app with secure authentication
  • Actionable insights for advanced process improvement
  • Predictive analytics for workforce and performance forecasting
People Management
  • Training, learning, and coaching through our online platforms
  • Wellness and employee engagement guided through our online portal
  • Remote psychological services by our Well-being & Resiliency teams
  • Open communication and transparency by COPC-certified management
Remote Hiring
  • 100% online recruitment through our virtual hiring platform
  • Creation of hundreds of new remote positions
  • Comprehensive virtual onboarding for new employees

FalconEye

Protect your business with our new security and productivity tool for WFH agents.

  • Multi-Platform Use

    FalconEye is available on all OS platforms.

  • Facial Biometrics

    Agents are authenticated at login, throughout their shift, or when unauthorised persons are detected.

  • Violation Tracking

    Workspace violations, such as the use of phones, will trigger screenshot captures and alert team leaders. Attempts to circumvent control will also be flagged.

  • Attendance Tracking

    Team leaders will be alerted when agents leave their workstation without permission.

  • Bandwidth Monitoring

    Bandwidth is monitored to ease workload management within the same campaign and ensure productivity.

  • Robust Configuration

    Parameters, responses, automated actions, real-time alerts, historical dashboards, and violation audits are fully configurable.

How It Works

The app triggers the camera on the agents’ workstations.
The team leader will be alerted every time a violation is detected.
The team leader verifies the violation.

Kickstart your digital transformation from home

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