COVID-19 virus has left countries and their economies incapacitated with people having to be self-quarantined and taking all the necessary precautions to stop the spread of this disease. This led to many businesses asking their employees to work remotely. A situation which was perceived as short-term initially but gaining popularity as organizations are starting to recognize its benefits.
Remote Working: The New Normal
As organizations get accustomed to the new normal of working from home, having the right remote contact center solution for customer service and support is proving to be the game-changer. A technology partner who aligns with your business ideologies and helps you achieve your growth targets is what the businesses are looking for. And rightly so – as looking at the way the world is changing, remote working is here to stay.
Overcoming the Challenges of Remote Working
Augmenting Existing Setup for Remote Working
Having a pre-existing on-premise setup can understandably make one doubtful of movement to a different model. But with VPN access you can easily re-route all your customer interactions to serve them as before.
Scale your Operations
Enterprises with large scale operations have to deal with a huge workforce and customer base as well. A cloud call center software provides the perfect opportunity for large businesses to scale their operations using multiple cloud deployment options such as private, public, or a hybrid setup. For a large scale business, a hybrid model might make more sense. Having said that, with the right solution vendor, you can opt for any of the cloud services as well.
Consistent Customer Service
As a business, one of the most bugging issues can be losing out on customers because your remote agents are unavailable or not prepared to handle incoming customer requests due to a lack of proper infrastructure. But that does not have to be the case. With the best cloud call center software, you can tackle that issue easily by configuring the agents’ extension on their mobile phone. Thus, ensuring all the calls land to your executives and you do not miss out on any.
Be on Top of your Call Center Metrics
Keep track of your SLAs and monitor agents’ performance even if you are working remotely. With the right remote work model for the call center, you get to remotely monitor call quality, campaign-wise data, and lead quality from a mobile app itself. Additionally, you always have access to the usual live monitoring and dashboards to help you be on top of your operations
Build a Cost-effective Contact Center
One of the major concerns for any business whether a contact center or otherwise is ROI. Increasing your bottom line becomes even more important when faced with a global crisis. Thus, having a cost-effective remote contact center which helps you save on huge infrastructure costs while allowing your remote call center agents to spend quality time with their families, and thus, reducing attrition rate is a win-win situation for both the business and the employees.
It’s true that we are facing a global crisis today but. crisis presents an opportunity. So, you might as well make the best of the situation especially when work from home culture is not going anywhere anytime soon. Even the government is supporting the work from home model wherein the Department of Telecommunications (DoT) issued a notice exempting the requirement of authorized Service Providers Provisioned secured VPN.