Conneqt (formerly Tata Business Support Services) is a part of the Tata & Quess Groups (one of India’s largest private-sector employers in diverse fields for both customer and business support services). Conneqt is one of India’s largest business process management and Collections companies, primarily serving the domestic industry. We have 26 delivery centres across India with over 30,000 employee strength.
Adopting the work from home (WFH) model in the pandemic
Being in the domestic industry with a large calling footprint, work from home is not a part of the standard design. Conneqt had initiated pilots on a work-from-home (WFH) model as early as November 2019. When the pandemic struck in mid-March 2020, agents had to be provisioned with company desktops shifted to their homes to be able to work from home.
We adapted the WFH model for all our customers who accepted it. In the banking and financial services industry, acceptance was significantly slower from a data security perspective, and we respected that. Beginning from a position where efficiencies on WFH were nearly 30 to 40 percent due to connectivity and power cut issues, we have come a long way and now operating on similar and, in some accounts, on a better efficiency in the WFH model. Our SLAs pretty much resemble what we would deliver in a standard office environment.