COVID 19 pandemic has forced businesses to adopt the “Work from Home” model. When employees work remotely, it becomes difficult to assure that they are delivering good quality services to the customers and work with high productivity. The call centers can assure both of these facts by using a call center solution. In this article, I will share some tips and the key features of the call center software that can be used to assure the QoS (Quality of Service) and agent productivity.
1. Give clear work from home policies
Your agents might be working from home for the first time and that is why it is necessary to keep them aware of your expectations. They should also know how they can live up to the expectation from management. Give them a PDF document about the terms and conditions as well as clearly stated policies to follow during the “Remote Work” model.
2. Turn on “Call Recording” feature
Generally, for call quality review, the call recording is on. However, if you are not using that feature, you must start doing that. Furthermore, according to the law, either agent needs to inform the customer or a voice message is played to inform the customer that call will be recorded for the quality purpose. Even if you do not need to follow this rule because of government law, you must follow the same, so your agents will work more consciously and carefully.
3. Use barge-in and whisper
The supervision is important. Even when the team works on-premises, the supervisors supervise them. Now, when they work from home, it becomes even more important to supervise them. The call center solutions offer an amazing range of features for supervision. Barge-in and whisper can be used to supervise the agents for their performance as well as coach them to work well during a live call.
4. Use the correct call routing rules
The call center solution offers different call routing rules and to make sure the productivity, as well as customer service quality, are high, you can use different call routing rules. For example, call routing to the longest idle agent helps in assuring, no agent stays idle and all take calls. On the other hand, the Sticky Agent call routing rule is helpful in increasing customer service and quality of service.
5. Review reports
The call center solution offers a wide array of reports. The managers can review the report so the performance and dedication of all agents can be reviewed. If there is any lack found in any agent, the managers can take strict actions to improve the performance.
There are many more features available in the call center solution which can be used by the call centers while letting their agents work from home due to Coronavirus spread. These features not only help agents to work with high productivity, but they also help call centers to assure the quality of service and productivity of the agents.