TaskUs - Innovative Use of Technology in Customer Service
Name of Organization / Company: TaskUs
Category: Award for the Innovative Use of Technology in Customer Service > Telecommunications Industries
Entry Title: TaskUs Pioneers the Cirrus Platform: An Industry Leading Work-From-Home Model
In response to the global pandemic, TaskUs shifted its workforce of 23,000 global team members to work from home in less than two weeks – all while maintaining full continuity of service for clients during these unprecedented and challenging times.
As remote work became the new reality for the foreseeable future, this swift response to the pandemic would lay the groundwork for a new work model within the outsourcing industry. Thus, TaskUs broke barriers with the launch of its Cirrus platform: the BPO industry’s leading, sustainable work-from-home model.
TaskUs was the first global outsourcing provider in the US that allowed remote work as early as March 18, 2020. It also pioneered a clear work-from-home policy for employees in the industry thanks to Cirrus.
Cirrus is the embodiment of TaskUs’s people-first commitment and culture of innovation. It is a sustainable, cloud-based global remote work model that provides industry-leading support to customers without sacrificing quality, culture, transparency, expertise, security or skill that has come to define TaskUs’ industry-leading business services.
It’s simple: with Cirrus, TaskUs’s newest BPO work “site” is both nowhere and everywhere, providing a hyper-personalized, cost-effective offering for our customers. Cirrus is much more than a customer-facing solution, it’s a holistic approach to a remote office set-up in which our teammates enjoy safer working environments and more working opportunities and career growth.
With Cirrus, TaskUs can make sure everyone has everything they need to perform the job, from anywhere they want. From the actual hardware and software, to virtual support for both physical and mental wellbeing, Cirrus allows team members to be successful, connected and feel supported while remote. As part of the program, TaskUs also developed custom content and virtual programming – including one-on-one sessions with licensed healthcare professionals, skills groups and outreach activities – made available 24/7 to create the optimal remote working environment.
This enormous shift was possible because of our commitment to technology and team, as well as the trust and backing of our clients. Our customers trusted us to make this shift to remote work and value the people working on their accounts as much as we do. Other BPOs were not able to transition because some of their clients did not agree or believe they could maintain operational factors, including security and confidentiality among others, while working from home.
We view our partner clients’ decisions to expand their business with us during the pandemic as tangible measures of their satisfaction with our service. TaskUs customers regularly entrust us with additional lines of business and increase the number of FTEs on their campaigns, which is how we have been able to grow from 17,500 employees in 2019 to over 25,000 employees in 2020.
To rate client satisfaction by the numbers, TaskUs conducts a Client Net Promoter Score (cNPS) survey every quarter to all of our clients, where they grade their TaskUs experience from 1-10 based on their overall satisfaction with our performance. This level of satisfaction takes into account KPI performance (CSAT, AHT, TPH, Accuracy, etc.) as well as other factors like communication, proactive solutions, and cadence and efficacy of reports and countermeasures, among other client-specific key success areas. As of August 2020, TaskUs’ cNPS score is 74, up from 71 in 2019.
Leaning on the power of cloud-based platforms and other technologies, Cirrus allowed TaskUs not only to maintain service continuity during the pandemic but also expand and improve digital customer services while providing all-new opportunities for our teammates (now grown to 25,000-strong) – all the while ensuring their health and wellbeing during these unprecedented times. Almost a year since its launch, the Cirrus model has allowed TaskUs to help the world’s most notable brands navigate digital transformation and bolster their customer experience and offerings for the post-pandemic world.
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