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.
[email protected] 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.
Main Features
FalconEye is available on all OS platforms.
Agents are authenticated at login, throughout their shift, or when unauthorised persons are detected.
Workspace violations, such as the use of phones, will trigger screenshot captures and alert team leaders. Attempts to circumvent control will also be flagged.
Team leaders will be alerted when agents leave their workstation without permission.
Bandwidth is monitored to ease workload management within the same campaign and ensure productivity.
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.