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The New Era CX: Call Center Mobile Application

In the ever changing landscape of contact centers, one thing that stands out is your relationship with your customers. With a challenging pandemic at hand, what you really need is a solution that helps you bridge the gap between your agents and customers. With a rapidly evolving healthcare crisis around the world, you need to equip your agents to work from home.

But, how?

Now, most of the agents that were tethered to their desk phones to serve the customers are looking for a solution that does not involve going to the workplace and making calls. With an effective Mobile Agent App, you can seamlessly transit to remote work, ensure business continuity, and deliver an exceptional customer experience.

Enterprise ready Contact Center in your palm

You need it, we take care of it. Ameyo’s Mobile App for Call center has all the features that you need to engage with your customers instantly. Convert your smartphone into a mini contact center and increase the productivity of your business without worrying about infrastructure readiness.

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Why you need a Call Center Mobile Application?

Zero Agent Infrastructure Needed

Agents don’t have a laptop? You don’t have to worry anymore because you can now run a contact center on your smartphone with full stack enterprise grade features on your mobile phone. You can deliver top-notch customer service with enhanced voice call quality backed by WebRTC.

Your agents can handle both inbound and outbound calls without having to depend on the infrastructure bottlenecks.

Enterprise-Grade Security

Your customers trust you with their data and you cannot compromise on security breach even when the agents are working from home. We have made it simple for you to manage customer interactions while restricting screen recording and call recording features on your agents mobile phone. 

You get to keep full control on agents’ activities and ensure that all interactions happen via VPN in a secured environment.

Boost Agent Productivity

Make your agents’ life easy with effective use of Mobile Agent Application. With the flexible call management features, agents can use floating call widget to quickly access customer’s call details while browsing other apps.

With agent friendly call center mobile app, they can simply click-to-dial and dispose calls from within the floating widget. Agents can also copy and paste data in the toolbar which gets further used in Ameyo.

Ameyo’s Mobile Agent Application to make businesses WFH ready:

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Omnichannel Customer Support

Are your agents using multiple tools to handle customer queries coming from different channels? Going remote shouldn’t mean a siloed customer service and your agents can handle all the queries in a single frame by using the mobile agent application.

Your customers prefer WhatsApp over calls? You can easily manage each interaction over WhatsApp without compromising on other channels like web chat, voice call, and social media chat.

Identify Reasons for Low Productivity

You can create a faithful relationship with your agents while monitoring business specific KPIs and understanding the bottlenecks like unsupportive devices and low internet-connectivity.

Since the agents will be using their own device, your IT cannot keep a check on their devices remotely but you can fetch a Device & Network Management Report to identify the reasons for low productivity like:

  • Device reported bad call quality
  • User reported bad call quality
  • VPN disconnected

Complete CC Features Suite

Now, working remotely should not become a barrier in managing call related activities. You can allow agents to work from the comfort of their homes while they can easily manage the following:

  • Put the call on transfer, confer, mute, and hold
  • Manage after call activities like two-level call disposition and adding call summary notes
  • Streamline and schedule the callback requests
  • Self-monitor their activities like AHT, break duration, call quality etc.
  • Collaborate with other agents and the supervisor using internal chat

Comprehensive Remote Monitoring

It’s important to measure what matters and supervisors can monitor each call-related activity remotely in a single glance. With statistical overview of each campaign, supervisors can manage the resource allocation in real-time. Be it mobile or laptop, you get an insight into real-time monitoring:

  • Complete visibility of each campaign
  • Track SLAs to make informed decisions
  • Monitor KPIs like AHT, call flow, connectivity issue
  • Analyze agents’ performance
  • Collaborate with agents on a live call

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While WFH has become the new normal and we transition to a new world of working remotely, your customers should never see a day of bad customer service. With Call Center Mobile Application, you get the best of both worlds, agents can work remotely and you can continue to serve customers and deliver best-in-class customer experience.

As mentioned in our recent webinar, you can become a work from home ready business in 48 hours!

Ameyo Launches Video KYC Engagement Platform for Banking and Finance

How are you keeping up with the background verification and customer onboarding process in the lockdown period? With Aadhar becoming the source of identification in India, the reality for NBFCs, Fintechs, and Mobile Wallets have changed. After the supreme court discontinued the e-KYC, it became difficult for the industry to target people in remote locations and onboard customers with physical KYC.
Now, you can sit back and relax because Video KYC RBI guidelines have recently permitted the video-based KYC model for banks, NFBCs, and E-wallets to get going. This presence-less and paperless Video KYC solution for banking will help you reduce 90% costs of operations which means you do not have to invest capital for travel agents and documentation of the customers. This can be achieved in clicks online.

So, how does Video KYC work?

Video KYC is a simple process of customer onboarding and authentication which validates and verifies the customers’ background. It is an alternative to the physical KYC and digital KYC and requires customers’ consent to do online background verification.
Reducing the customer onboarding time from 5-7 days to a 3 minutes process, video KYC solution helps businesses attract more customers across the country.
In this process, an RE official is assigned to the customers, when a customer requests for Video KYC, and the two-way video call is initiated to verify the customer’s identity. The RE official will do the liveness check to ensure that the customer is not using a pre-recorded video.

Make things easy with presence-less and paperless Video KYC solution

You can significantly reduce customer onboarding drop off by 20% with Ameyo’s Video KYC solution.

Faster Customer Onboarding

Make the customer onboarding process seamless with video KYC, allowing the customers to participate in the onboarding process from the comfort of their homes. With a 100% browser-based solution, FinTechs and startups can scale their businesses and onboard customers in less than 3 minutes.

Significant Cost Reduction

Now, you don’t have to burn a hole in your pocket for the customer onboarding. Capital investment has been a challenging factor for most businesses that are planning to scale. Now, Video KYC will eliminate the need for biometric identification, physical presence of the customer, field agent travel, and documentation costs. This paves the path for businesses to retain their customers with a seamless customer onboarding process at minimal cost.

Two-Level Customer Verification

There’s no scope of fraudulence as the customer’s identity is verified by first an RE official and then an auditor. The RE official first initiates a video call with the customer, he/she authenticates the customer by matching photo ID with Aadhar Card, PAN Card, while the customer is on live call, ensuring that the customer’s documents match with the live video recording.

No More Cyber Frauds

Video-based KYC removes the possibility of cyber frauds as there is no scope of forged signatures or fake documents. The RE official does a liveness check by asking the customer to make hand movements and ensure that the customer has not given a pre-recorded video. It also allows:

  • Geotagging to identify customer’s location
  • Liveness check on the video call
  • Video recording saved on the server
  • End-to-end encryption

Redefined Customer Experience

After the COVID-19 pandemic hit, no one is ready to touch the same glass for biometric identification that has been used by multiple people. Customers can now do away with standing in long queues and wait for their turn to initiate the onboarding process. There’s no need to fill in any forms, the onboarding is done in less than 3 minutes with just a pre-requisite of internet connection.
Customers can request the Video KYC at their preferred time, keep a track of the application status, and be assured that their data is secured.

Why Ameyo is the right solution for you?

Enterprise-Grade Security: Ameyo’s Video KYC solution is 100% compliant with the latest Video KYC RBI circular issued in January 2020. It is ISO 27001 certified with enterprise-grade security like AES 256 Encryption to ensure that industries like Banks, NBFCs, and Mobile Wallets get the secured solution for their businesses and customers.
Ease of Campaign Management: You can easily manage your KYC campaigns with Ameyo’s omnichannel capabilities of scheduling and reminding customers to complete their KYC. Send automated alerts like voice blasts to notify customers prior to the scheduled time.
Your verification officer/auditor can easily manage the campaign using extensive monitoring dashboards. All the KYC requests reflect in the auditor’s dashboard and with Ameyo’s AI algorithm, these requests can be prioritized for HNI customers.
Accuracy of Video KYC Completion:
Ameyo’s solution uses face recognition technology backed by AI to ensure maximum accuracy.

  • First, OSV (Original Seen & Verified) check is done by the KYC officer using OVD (Officially Valid Documents) on the video call
  • OVD auto extracts the customer’s details like their DOB, Address, Aadhar Card details, PAN Card details, etc. via OCR (Optical Character Recognition)
  • KYC Officer then does a liveness check and verify customer’s OVD to perform the accuracy check and pass it for further verification

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In a Nutshell

Video-based KYC solution will help businesses reduce their costs and onboard customers faster than ever. The recent pandemic has forced the industries to work from home and video KYC is just the right solution for businesses to become Video KYC RBI regulatory compliant and onboard customers remotely without compromising on their business continuity while working remotely.

Get your Virtual Call Center Agents Working Remotely Now!

What seemed an impossible thing a few months ago has become a reality of today. Most businesses, individuals, and organizations are hard hit by COVID-19 and are looking for a contingency plan. The recent change of events has caused disruption to most businesses and the contact center industry is hit the hardest.

But, when the industry is challenged, innovation is birthed with a quick turnaround. That’s where the Work from Home solution has stepped in and paved a path for businesses to go remote. Now, fast deployment still remains a challenge, and here’s what you need to know to create a future-ready contact center.

Equip Agents with Right Tools

And what are they? While the companies are training virtual call center agents to become work at home ready, they need to ensure that the agents have the right tools and proficiency to use them. Depending on your business type, your agents might need:

  • Laptop and Headsets
  • Smartphone
  • Feature phone

Ensure Data Security for Customers

Now, customers will continue to look for answers, more so, in a panicked situation like this. How do you ensure that all your customers’ data is secured? With VPN access, ensure a secured environment and you can eliminate the risk of security breaches.

Deliver Customer Service like Never Before

You can delight your customers even without a laptop or smartphone. Get the agents onboard with feature phones that serve with all the call center functionalities like Transfer, Mute, Confer, and Hold. While your agents are handling the customer queries as business as usual, the supervisors can monitor these calls as all the calls are recorded on the server.

Monitor the Agents Performance

Work from home has become the new normal and businesses need to monitor the performance of each agent to align it with their business goals. It is very simple, supervisors can download the calls, monitor SLA breach, check average handling time, monitor each campaign in a quick glance.

Supervisors can monitor and provide feedback against each call to ensure that agents can work on continuous improvement.

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Work from Home Solutions for your Business

To overcome the infrastructure challenges, you need these immediate work from home solutions:

Smartphone Only Solution

Is your remote contact center infrastructure ready? You don’t have to look any further because now you can convert your smartphone into a mini contact center. The mobile agent app allows the agents to handle all calling operations on their smartphones. The full-scale mobile call center solution has all the features that you need to run a contact center. It enables your agents to:

  • Receive inbound calls, make manual outbound calls
  • Handle calls using a predictive dialer
  • Get caller information with CTI pop-up
  • Confer, transfer, mute, and hold the call when needed
  • Dispose calls and add notes as call summary

Laptop Only Solution

You can run a contact center smoothly with a laptop and internet connection. You can just set up a corporate VPN and ensure that all the communications with the customers happen via VPN in a secured environment without having to compromise on customers’ data security. It provides full-scale contact center features.

  • Secure VPN access
  • High call quality with WebRTC
  • Comprehensive remote monitoring
  • Complete call details (notes, disposition)
  • Call recording on the server

Feature Phone Only

Agents don’t have laptops, smartphones, and even a stable internet connection? Worry no more, you can still run your mini contact center on your agents’ feature phone. Let your agents using an IVR solution, using specific credentials assigned to each agent. This will ensure that they are available to take calls on their feature phone and hence can handle inbound and outbound calls on the basis of their skills.

  • 100% call recording on the server
  • Portable agent workbench
  • Remote monitoring for supervisors

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The times can be uncertain, but you can be prepared with a business continuity plan using work from home solutions. Your customers’ faith resides in your brand and if you know how to deliver quality customer service in testing times like this pandemic, you have mastered the art of a wow customer experience. With the ever-emerging needs of the customer, Ameyo has launched its 6 unique work from home solutions to ensure that your business grows exponentially.

How to Choose the Best Remote Contact Center Solution in the Post-COVID Era?

There is a lot of uncertainty in the world today due to the COVID-19 (Coronavirus) pandemic. Businesses were forced into lockdown and it became chaotic for the world to set up a remote contact center instantly. With the lockdown imposition, agents were restricted to working from home and as faced by many businesses, infrastructural preparedness has been a challenge amongst others.

With the onset of WFH solutions, businesses have started to see an improvement in the growth curve along with some cost savings, realizing the benefits of remote contact center solutions. But, how to choose the right remote working solution for your business and manage business operations like business as usual?

Well, you are in the right place. Today, we will be discussing some of the factors that you should keep in mind while opting for a remote call center software.

Choose the right Remote CC as per your Business Size

Based on the size of their business – whether a startup, mid-sized, or an enterprise, organizations have different ways of doing a cost-benefit analysis.

  • Small businesses or startups operate on small-term goals where they look for solutions that have lesser initial cost with maximum gains while being easy to use. So, for them, it makes sense to go for a cloud contact center solution with a subscription-based payment option i.e. pay for only what you use.
  • On the next level are the mid-sized organizations. For them, scalability and ease of use become an important parameter for making the decision. Remote working solutions that allow them to offer autonomy and accountability while ensuring great customer experience is the most suitable solution.
  • Things are slightly different when we talk about large scale enterprises. Customization, flexibility, and a feature-rich remote contact center solution that offers high-level security options is the one that makes the most sense for these organizations.

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Infrastructure for Agents Working Remotely

Agents are the building blocks of a contact center. Thus, it is imperative to consider the infrastructure available to them while working from home. Every agent will not have access to the same level of internet speed and bandwidth, not all agents might have a laptop available to them. As an organization, you need to be mindful of these differences. Based on the infrastructure available at the Virtual Call Center Agents’ end, you can opt for a mobile call center solution (when smartphones are available) or manage your customer interactions over PSTN / WebRTC as per your vendor. Make the decision that is in the best interest of your business as well as the workforce.

The agents get the flexibility to log in from any place, any device, any browser, and any environment, providing them with an opportunity to work at their pace while they handle the customer queries with ease.

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Scalability, Reliability, & Flexibility for your Business

Choose a remote contact center that is quick to deploy, saving you time to go live in no time. Setting up a contact center that takes a toll on your IT department with the hardware and software requirements, but with the right remote contact center, you can do away with all the hassle and your business can start to function within days.

With a remote contact center, you should be able to scale your business and ensure maximum security while the data is stored on the server, eliminating the need for data theft and data loss. Ensuring that business does not compromise on business continuity because of an unprecedented challenge and functions seamlessly.

Ability to Effectively Monitor Remote Agents, Devices, and Environment

Virtual call center agents need the same productivity goals as they do in the physical office. To onboard, train, and monitor agents remotely, it is essential for businesses to have comprehensive remote monitoring tools that allow them to measure the performance of each agent along with the KPIs that are business-specific.

A remote contact center solution should provide the same monitoring capabilities as a facility-based contact center. To establish remote governance, you will need Application Infrastructure Management (AIM) to run the remote contact center operations while also maintaining a high-trust environment.

Integration with Leading Applications

Last, but definitely not the least is the out-of-the-box call center integrations that are available. Whether it’s your existing order management or inventory systems in case of e-commerce or appointment booking tools as used in the healthcare industries, for a remote contact center to run smoothly, it needs to be able to integrate well with the existing technology. These CRM and CTI integrations, helpdesk, and ticketing integrations should allow your customer service agents to get a holistic view of the customer and thus, improve conversion rates and the overall customer experience.

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In A Nutshell

In addition to the above-mentioned factors, you need to remember that contact centers exist to provide viable solutions to the customers’ pain points. Your remote working solution should ensure that the solution you choose should be agent-friendly so that agents can meet your customers’ requirements effortlessly.

Additionally, it should allow the supervisors to track business-specific metrics and make well-informed decisions for the business. They should be present as the managers for their agents to provide on-call assistance, ensuring a high level of customer satisfaction rate.

How Ameyo Enabled 50+ Enterprises & 10,000+ Agents Go Remote

COVID-19 (Coronavirus) has created a lot of uncertainty in the world – in terms of personal challenges along with impacting the global economy. Governments across the globe have issued advisories and taken many steps to mitigate the situation. May countries are put under complete lockdown with businesses ensuring their employees work from home.

While this is an unprecedented situation that the world is facing today, we at Ameyo are continuously trying to navigate the waters and help our customers and prospects achieve business continuity. In our endeavor to do so, Ameyo has launched some immediate work from home solutions to help enterprises go remote faster.

We are happy to announce that in the last couple of weeks itself, 50+ Enterprises and more than 10,000 agents have gone remote using Ameyo’s WFH offerings.

Some of the common challenges that we observed in our deployments and their solutions are:

Agents Don’t Have Laptops or Desktop?

Ameyo Mobile Agent Application which is available on Android transforms your agent’s smartphone into an enterprise-level contact center with complete telephony features. The agent can self-monitor their performance to know the number of calls they have handled, break duration, average call handling time, etc. They can also add notes to a conversation and dispose of the call from the mobile app itself.

What about Viewing Customer Data?

Ameyo Remote Call Center Solution offers integration with CRM and other third-party systems by pushing the customer data to the CRM via the server. Additionally, with CTI integration, the agents can view the customer details by getting a CTI popup whenever they receive or make calls.

Poor Call Quality in Dispersed Locations?

When your agents are spread across various locations, they no longer have access to the same level of infrastructure as they have at their workplace. Ameyo’s solution backed by the WebRTC easily takes care of the issue and ensures high-quality conversations.

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How to Remotely Monitor the KPIs

Ameyo offers comprehensive reporting and monitoring tools to allow the supervisors to keep an eye on the call center metrics and SLAs. Dashboards for real-time monitoring of calls with the option to snoop and barge any ongoing call – the supervisor can do it all. Additionally, she/he can also get hourly or daily reports for further analysis.

How to Maintain Data Security?

Ameyo ensures that none of the call logs or customer data is being stored on the agent’s system – mobile or laptop. All the call recordings, notes, call dispositions are stored on the server. Thus, once the agent is done with a call, she/he can no longer access the customer information.

Ameyo WFH Solutions for Industries

Ameyo has deployed industry-leading contact center solutions for enterprises in various industrial sectors – ranging from healthcare to banks and financial institutions to the e-commerce and education sector, to name a few with the aim to help them keep their operations up and running despite the current situation.

Get your customer service and support executives to serve your customers from anywhere and anytime with Ameyo’s innovative and flexible remote contact solutions backed by our more than 15 years of experience in successfully helping our customers create happy CX memories.

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The Ameyo Phone Agent – Manage Your Contact Center Interactions over an IVR

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.

#2. Dialers

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.

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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

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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!

How to Make Your Agents Work from Home Ready?

COVID-19 pandemic has hit the world hard. Whether it be individuals, businesses, economy – everything has been impacted. And truth be told, the world will take some time to recover from the aftermath of the Coronavirus.  However, there is no need to be disheartened. Problem gives birth to a solution.

We recently conducted a webinar (check out the webinar here) addressing remote working challenges faced by the contact centers today while offering solutions to overcome them.

Challenge 1: Infrastructural Readiness

When the call center agents are working in the purview of an IT environment where all the systems like laptops, stable internet connection, and other software and hardware infrastructure are in place, things are much simpler and it’s easier. However, once the agents are outside their workplace and working from home, they might not have all the infrastructure available to them. This is particularly true in the emerging geographies where stable high-speed internet and laptops for all the call center agents might be a challenge.

Challenge 2: Speed of Deployment

Businesses today are looking for solutions that can be deployed fast – within hours as companies already have their strategic business continuity plans in place. They do not want complex and slow to implement solutions. So, it is important for the remote call center software providers to package their solutions in such a way that they offer maximum capabilities with the fastest implementation cycle.

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Challenge 3: Remote Monitoring of KPIs

Monitoring the KPIs and agent performance is as it is a critical function for any contact center. However, this becomes even more critical when you are working remotely and not having your usual meetings and daily sync-ups. Thus, remote monitoring is a critical function in the WFH setup.

Challenge 4: User or Agent Onboarding on New Methodologies

When the agents and supervisors are working remotely it becomes important to have solutions that are simple to understand and train your workforce. You do not want a complex call center software that only makes it that much more difficult to onboard the agents.

Also Read: How to Build a Cost-Effective Remote Contact Center

We Got You Covered – Ameyo’s Immediate WFH Solutions

Keeping in mind the current situation and the needs of the businesses, Ameyo has come up with immediate WFH solutions to help businesses do remote faster. These solutions are primarily categorized based on the infrastructure available to the agents.

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When Your Agents Have Laptops + Stable Internet

Well, this is the best case scenario – the agents have a laptop and great internet connection. They can just set up a corporate VPN and all the customer communications can be done via the VPN itself using WebRTC. Even in case of the organization not providing the VPN, Ameyo can provide it and integrate into your corporate network or any CGI application. Since all the data is saved on the server and the solution is browser-based, you do not have to worry about data security or the same being stored on the agent’s system.

When Your Agents Have Laptops but No Stable Internet

This is a situation when your agents have access to a laptop but do not have a reliable internet connection. That is a VPN or enterprise level bandwidth is not available so you cannot route calls to the remote agents over WebRTC. With Ameyo’s solution, you can actually route the calls on the PSTN network to the agent’s mobile while having the CTI being displayed on the laptop. Thus, when the agent receives a call on their GSM handphone a CTI pop-up will appear on the laptop screen and the agent can continue the conversation while enjoying all the telephony features. At the same time, the supervisor can remotely monitor the operations in real-time with live monitoring tools and dashboards.

When Your Agents Have only Smartphone

Ameyo has launched Industry’s first Mobile Agent App which requires zero agent infrastructure while providing complete call center capabilities like predictive dialer, progressive dialer, CTI, WebRTC, telephony features and remote monitoring to name a few. With this call center on mobile solution, the agents can monitor their pending tasks, scheduled callbacks, and receive calls on the GSM network in addition to a CTI popup in the application itself. You can also get critical information to be shown in the CRM or your back-end systems while allowing the agents to take notes and dispose calls. Call recordings are again happening on the cloud. There is nothing getting stored on the agent’s mobile phone. You don’t even need to expose the customer’s phone numbers to the agent’s mobile.

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When Your Agents have a Feature Phone Only

This brings us to a situation when the agents do not have laptops, don’t have a smartphone and neither do they have internet connection. Ameyo has come up with a specific solution wherein the agents can login to the call center using an IVR. How this essentially works is that the agents are assigned individual login credentials and an IVR number which they can call and punch in their credentials. Once they have logged in, they will be receiving inbound calls based on their availability and skill. That’s not all – the agents can even make outbound calls via the IVR. They simply have to call the IVR number, dial in the customer number and an outbound call will be dialed out. The call recordings will still be saved on the server and nothing is stored on the agent’s phone.

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Looking to setup your remote contact center? Get in touch with us today 

Webinar: Industry’s First Enterprise Call Center On A Mobile

 

The world is changing and the COVID-19 hit world is still trying to evaluate the work from home business model. 

From a start-up to a large enterprise, businesses are in search of a solution that does not affect the business continuity with a pandemic at hand. For a seamless shift to the WFH model, without compromising on business continuity you need a contingency plan. 

The world needs an immediate solution to combat the existing challenges and bring a BCP that stands out. You may not have the solution to this pandemic but you can ensure a healthy and safe work environment for employees while delivering exceptional customer service in this hour of need.

So, are you prepared for delivering exceptional customer service while your agents are moving to a remote working environment? 

We certainly are. Let’s hear it from Sachin Bhatia, Co-founder and Global Sales & Marketing Head, Ameyo in conversation with our Solutions Expert, Anubhuti Kushwaha

Here’s the script of the webinar:

The last four weeks have been perhaps the most dynamic and exciting in the industry. And when I say exciting it is because when there are challenges being thrown in the industry, it has to come out with quick Solutions. 

The last webinar that we guys did, we presented the three models of solutions that Ameyo has quickly brought in and we categorize them into the Phone Only, Smartphone, and Laptop-based Solutions, depending on what infrastructure can the organization provide to its agents and the thought and the goal has always been that you provide full contact center, let it be on whatever device available to the agent, but today our focus is on the smartphone.

I also wanted to share how we have treated and learned about this problem over the past few weeks. You know, everybody’s talking about work from home as a model and I think everybody understands that the immediate problem in front of the industry is that the lockdowns are causing work from home to happen, right? We are forced into it. And then IT folks are analyzing that agents sometimes have enough infrastructure at home. We are realizing that sometimes a pretty high percentage of the agents don’t have Laptops or Broadband available at their houses and since the customer’s queries have surged in the call volume, we need an immediate solution.

We are trying to solve this problem with our Mobile Call Center Solution.

Become A Mobile Ready Contact Center

So, because of the unprecedented challenges that we have at hand, we need to know where lies our ‘The Solution’ to enforce a Business Continuity Plan (BCP) in the hour of need. It’s time to convert your smartphone into a Mobile Contact Center and become the choicest brand for your customers.

Let’s try to understand what problems the Mobile Based Call Center solution  will solve:

Zero Agent Infrastructure Needed

Smartphone and internet connection is all you need to start with call center operations. Within the internet connectivity, we have both options, 

  1. you could route calls on the internet using the WebRTC
  2. you could use the GSM network for normal incoming calls

This eliminates the need for any other infrastructure requirement for the agents. Of course, this requires the deployment of the cloud software. 

Enterprise-Grade Call Center Features

This app has full-scale enterprise contact center features including

  1. High Call Quality 
  2. 100% Call Activity Log
  3. Disposition and Notes
  4. KPI Monitoring
  5. Supports VPN, IMEI, Device ID Authentication

All the capabilities are available as you have in your desktops. Snoop, Barge, and Whisper are all available on the supervisor interface. So, its business as usual in terms of what a call center requires without involving any infrastructure.

This is a highly secure application, ensuring no data theft. You can also ensure application-level security using dedicated Username and Password.

Comprehensive Remote Monitoring Solution

It’s not just a cloud telephony solution, it’s a complete contact center application that has CTI application enabled, so if you have CRM data or back end customer data that you want to show to the agent while he’s on a call, you can now do that using CTI applications.

Mobile Agent Application Features

The call center mobile agent app is designed with the thought to simplify the existing problems of working remotely. This app has the following features:

  1. Fast Deployment: The mobile agent app is available on Android today and we are working on an iPhone version also. You could actually ask your agents to just go to Google PlayStore link and download the app and your agents are ready with a Mini Contact Center on their Smartphones.
  2. Enterprise-Ready: Since it’s an enterprise-ready application, we can set up a VPN with the help of your IT team or we have VPN on our cloud which will ensure that any enterprise data is accessed only on a VPN.
  3. Enhanced Voice WebRTC: WebRTC available on the mobile app makes it unique. To have CTI and WebRTC in a single application is relevant because if you have a mobile phone and decent quality 4G or broadband connection, you could actually make a voice call on WebRTC.
  4. Full Call Center capabilities : This application has a predictive dialer that allows you to run an updated dialer at the back end and the agents will get calls as business as usual. Agents can dispose the call, add comments & notes, and map it to the CRM. The call recordings are available directly on the server. No calls are recorded in the mobile phone which makes it a secure application. 

Enterprise Ready Contact Center In Your Palms

Keeping the user experience very simple for the agents, the mobile call center solution has all the features that you’d need. This allows agents to get activated on the platform very very quickly.

Agents get Convenience to Converse

Logging into campaigns, extension selection, and presence management is very easy for the agents. It allows the agent to:

  • Log into pre-configured campaigns/processes like Telesales or Service Process.
  • Take business calls 24*7
  • Manage their availability just like in any other contact center

Easy Management of Inbound/Outbound Calls

There’s a similar telephony toolbar of Mute, Hold, Transfer, Confer, Disposition capabilities.

  • Have  seamless connectivity and deliver a quality conversation with Enhanced Mobile Webrtc or PSTN Calls
  • Have a smart outreach strategy with Automated Dialers
  • Easily confer and transfer the calls to a specific queue, another agent, or supervisor with ease.
  • Dispositions and Callback Scheduling are available
  • Connect with customers in a single click using the click-to-call option

Secured Call Activity Logs

Both agents and supervisors can access the activity logs including disposition, notes, call recording for analyzing the performance of each agent.

  • Secure call recording on the server
  • Agents can listen to their calls for analyzing their own performance
  • Supervisors can mark the agents’ and campaigns’ performance with these call recordings
  • Access the previous call activity to understand the context

After Call Work Activity

Agents can add the notes for future reference after attending the call with the customers. The call activities are mapped in CRM and the supervisors can understand and monitor the calls for each campaign with ease.

  • They can add two levels of dispositions to set the context and outcome of the call
  • Streamline callbacks as per the customers’ requests
  • Attach short notes like call summary or output

Refined Callbacks

Agents can schedule the callbacks by date, time, and different campaigns and they can also receive notification prior to the call.

  • All customer callbacks are added in agent dashboard
  • Agents are notified prior to the call, ensuring no call is missed
  • Scheduled callbacks can be filtered from the data and agents can plan their activities based on this comprehensive data

Agent Self-Monitoring Capabilities

Agents can keep track of their performance and enhance their productivity with the call monitoring metrics. This is a performance-centric process that can be mapped against the business-specific metrics.

Agents can track the following metrics:

  • -Average handling time
  • -Average talk time
  • -Average wrap time
  • -Agent login time duration
  • -Breaks duration and breaks bifurcation
  • -Calls handled (connected/attempted)

 

CTA-FinalEnhanced Remote Monitoring for Supervisors

Full-fledged monitoring capabilities are available on the laptop version, and some supervision capabilities on the mobile app as well. Supervisors can perform functions like Snoop, Barge, Whisper, and more.

Supervisors can do the following:

  • Monitor assigned campaigns
  • Track configured SLAs
  • Access to customized monitoring dashboards
  • Get a statistical view of the entire data
  • Get push notifications for parameters like SLA breach

Omnichannel Vs Multichannel Contact Center: What’s best for your Business?

Customer support can make or break a brand’s relationship with their customers. With such stiff competition the companies cannot afford to be lousy about the their customer service experience as the market has evolved with the advancement in technology

What is a Multi-channel Contact Center?

When a contact center offers more than two channels for the customer interaction, it is known as a multi-channel contact center.

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What is an Omnichannel Contact Center?

Just like its counterpart, an omnichannel contact center also supports more than two communication channels for customer support. The difference being that the omnichannel contact center offers a holistic view of the customer’s journey across these channels. Thus, helping in maintaining the context of the conversation.
Phone, social media (Facebook, Twitter, VIBER, etc), email, chat, WhatsApp – all are there in an omnichannel contact center. And the best part is, irrespective of the channel through which the customer/prospect tries to contact the business, they will have a consistent experience. Also, since the context is preserved, which essentially means the agents have access to all the information pertaining to the customer’s journey and previous conversations, they are in a better position to have contextual qualified conversations.

Making the Choice

Many might assume that omni-channel is the way to go. But honestly, making this decision is tough. Many factors come into play while deciding  on the best contact center solution for your business. Some of them being:

  • Scale of Business

If you are a startup with limited capital and lesser customer base then you would probably go for a multi-channel call center setup. As opposed to an enterprise with deep pockets, for whom omnichannel setup will make more sense.

  • Need to Self-serve

When self-service is important for your customers then omni channel customer solutions are a better choice. The customers can get their queries resolved via a self-service IVR or use a knowledge base to browse through the FAQs or interact with a voicebot or a chatbot. In such a situation, having an omnichannel solution allows you to seamlessly integrate with other CRMs or third-party systems to ensure the conversation is easily transferred to a live agent in case the bot is stuck somewhere.
There is always an option of starting with a multichannel setup and then moving onto an omnichannel contact center solution as your business grows and you have sufficient resources.
If you do decide to go for omnichannel customer support, Ameyo has got you covered.
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  • Customer support executives can view details of all the channels like phone call, Facebook Messenger, Twitter, Email, WhatsApp, Chat, etc on a single screen
  • The executives an also sort the interactions (tickets) based on how critical they are
  • Since Ameyo integrates with all the major CRM and third-party systems check out the list of integrations), you can seamlessly integrate to have better conversations

Want to explore Ameyo? Request a personalized demo!

Fundamentals of Managing Remote Call Center Agents

There has been a shift towards the remote working model in the past couple of years. This change has been possible due to advancements in digital technology and to some extent due to the cultural shift as well. Thanks to the cloud contact center technology, the agents who were earlier tied to their desks attending calls have gained flexibility and work-life balance.

Managing a remote contact center can be tricky if you have not thought through the idea. Below is everything that you want to know to manage virtual call center agents.

Benefits of Remote Call Center Agents

1. Hiring the Best Talent

Hiring someone from a different country is difficult and expensive, to say the least. But with remote contact center agents, your talent pool increases significantly. You can hire the most skilled agents without having to incur an additional cost. However, if the job demands frequent meetings, training, or collaborative work then having them onsite will make more sense. But just the thought of not having to go through the daily struggles of traveling and reaching the office will be a motivational boost in itself.

2. Reduced Operational Costs

Setting up work from a home call center is much more cost-effective than an on-premise call center. As in the latter, you need to invest in getting a site or office space, hardware, and overall maintenance cost as well. Whereas, with cloud-based call center software, you can just get going with a laptop and internet connection. The WFH model is particularly common with startups who are bootstrapping their business.

Be Prepared with Right Technology

Now, that you have made the decision to have a remote support team, you need to setup a remote contact center which powers your operations smoothly. Below, I have listed some of the features that will make working from home a lot easier and productive

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Live Monitoring & Dashboards

When you are not working on-site, having the monitoring tools become even more important. A call center software with live monitoring lets you do just that – real-time monitoring of operations. Moreover, with the dashboards in place, the supervisors can get a peek into the agent’s activities while identifying any emerging trends. Since you are not having a face to face interaction where the agents submit their reports at the end of the day, you can also get these reports or schedule them with a remote contact center software.

Gamification

It refers to the application of game-design elements to the call center operations. For example, having a competition among the agents to see who has the best FCR score with the least handling time. These rules, regulations and a sense of competition is a great motivator for the agents to strive to be the best. Rewarding and incentivizing the most productive and efficient agents, drives other agents to do the same. Most of the contact center solutions come with a pre-build gamification option. However, in the absence of it, you can always make use of wallboards.

Knowledge Base for Training

Your agents are dispersed, they are not having any face to face interactions – how to onboard and train the call center agents? Well, but obvious – remotely. You can build an online knowledge base and training modules to help the new recruits. At the same time, you can also start a forum where agents can interact and get answers to their questions.

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Build a Sehttps://www.ameyo.com/community/setting-up-remote-contact-centernse of Community

Working from home can be lonely at times. It’s important to encourage team activities and collaboration. There are plenty of tools available in the market to enable that such as Facebook for the Workplace. It’s a great medium for employees to interact, share information while having some fun. Also, if some of your employees are working from the office, you can have some team activities in-house while WFH agents join remotely. That way they won’t feel disconnected.

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Want to learn more about how to Set up Your Work From Home ready Contact Center in an hour? Click here