Pros
In 1874 the French novelist and dramatist Victor Hugo wrote, “There is something more powerful than all the armies in the world, and that is an idea whose time has come.” Sam Lessin’s article on key themes for the Future Of Work pontificates on technological advances that “will be available soon” while seeming oblivious to the fact that the themes and ideas prophesied have been alive and well for a number of years at Trilogy- their time has already come! Let me illustrate by taking each of Lessin’s “Future Of Work” concepts and elaborate on how this is already working at Crossover. Dropping cost of measurement In Central Renewals we have a remote team producing hundreds of units every week that are measured against a Quality Bar framework by an Artificial Intelligence platform. This means that we have an infinitely scalable and consistent measurement mechanism with minimal human intervention. Because all knowledge work is tracked in our WSPro application, we have a real-time view of our team’s Cost Per Unit. Consolidating Team Knowledge & Improving Standardization of Knowledge Work To ensure that the intellectual property gained in our day to day work is retained, and to ensure that every unit produced by the Renewals factory is standardised at high quality we have scripted every variation of call unit and stored in a central repository. In addition we have created a playbook and stored in the same repository so that all processes are standardised, understood and easily accessible for the team members. Improving Effectiveness of Automation By leveraging a stock configured SalesForce platform we are reaping enormous benefits by automating lead allocation, daily tasks and enforcing SLA’s. We design algorithms to prioritise lead allocation and routing and thus remove subjective and unproductive behaviour - what Lessin posits as a utopian “human-oriented task” in the future. We have been doing this for 2 years already and seeing the benefits in CPU reduction, an increase in quality and volume. Dropping Communication Latency & Technical Cost Trilogy leverages real-time Instant Messaging, extensive use of video conferencing and the virtual workplace tool Sococo to drive immediacy of communication for teams spread out across the globe - indeed the only real latency challenge we face is the time-zone disparities of our staff! Here at Trilogy we are harnessing ideas and technology on a daily basis that other companies, and pundits, can only wonder at and label “the future of work.” Working as an executive at Crossover means you are challenged daily to innovate, derive insights on quality and productivity by being close to the work, and make a difference by executing data-driven strategies. You will do this in an environment of super smart, competitive and high-functioning individuals from across the world who are engaged in constantly improving performance. You will learn new skills at breakneck pace, have access to the best minds as well as cutting edge technology. To quote author William Gibson, “The future is already here, it’s just not evenly distributed.”
Cons
Not being able to meet team mates in person.
