TLC maintained business continuity and high-quality service during global pandemic.
As the global pandemic spread, the main concern for the company was how to maintain business continuity and a high-quality service for its key client without risking the wellbeing of its workers. But keeping the lights on and protecting employees’ health would not be an easy task. While the response to this dilemma was an easy one, convert the current delivery model into a work from home (WFH) based model, it would require taking various factors into consideration in order to achieve success.
The company would have to find a way to overcome logistical impediments, establish inter-departmental coordination, establish new communication channels, drive performance, boost employee morale, and ensure process and policy compliance, all by operating from the remote locations of the agents and managers involved.