In my previous blog (read: how to get your agents work from ready), I talked about how infrastructure readiness on the agent’s part plays an important role in deciding the call center solution that the business opts for during the COVID-19 pandemic. Today we will talk about one such case where the call center agents while working from home have only a feature phone or a landline available to them. No laptops, no smartphones, and no/limited internet access.
Handle Your Contact Center Interactions over an IVR
Ameyo has a solution to your agent infrastructure woes – The Ameyo Phone Agent Solution. Just because your agents do not have a smartphone or a laptop does not mean they cannot still very much manage your customer queries. They can receive inbound calls by logging into the contact center using an IVR.
#1. Inbound and Outbound Calling
Call centre agents are enabled to handle both the inbound and outbound calls using the IVR itself. Once the agents log into the contact center, they will be receiving inbound customer calls along with the making outbound calls based on the campaign that they are currently logged into.
Call center managers can upload a lead list and automate the outbound dialing using a predictive dialer. Having a dialer makes the outbound process a lot smoother and efficient by significantly reducing the need for the agent to manually dial the numbers.
#3. Agent Presence Management
Agents have multiple options like ‘available’, ‘break’, ‘prayer’, ‘training, etc to mark their availability to receive calls. You can also configure these options based on your business requirements.
#4. Complete Call Recordings
Call center supervisors can access all the call activities such as call logs, agent notes, call dispositions which are stored on the server. This implies that none of the customer data or call recordings are stored on the agent’s handset – ensuring data security.
#5. Remote Monitoring by Supervisors
Supervisors can easily perform contact level monitoring and also hear the call recordings to monitor the quality of the conversations and the overall performance of the agents too. This data can, later on, be used for quality and training purposes also.
The Workings of Ameyo Phone Agent
Agent logging into the contact center using an IVR sounds great but the big question remains – how will this work? Below are some steps to help you understand the process.
Step 1: Agent Registration
The agent will dial the server DID number as provided by Ameyo using their feature phone
Step 2: IVR
IVR will prompt the agent to enter her or his assigned login credentials
Step 3: Entering Login Credentials
The agent will punch in the assigned unique login username and password via DTMF input
Step 4: Log into the Contact Center
Once the agent enters the credential she/he will log into the contact center and mark themselves “available” to take calls
Step 5: Receive Calls
Now, the agent is available and ready to receive inbound calls
That’s not all, as already mentioned, the Ameyo Phone Agent not only lets your agents receive inbound calls but they can also make outbound calls. So the agent would actually call an IVR number to enter the outbound campaign and then punch in the outbound number to be called and then that number would be dialed out. Additionally, supervisors can also use predictive dialing for outbound calls.
The bottom line is that the customer experience should not suffer while overcoming the infrastructural challenges at the agent’s end.
If you are facing similar challenges and looking to go remote within hours Talk to Our Experts today!