How Call Centers Can Go Remote using Technology Advancements?


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How Call Centers Can Go Remote using Technology Advancements?


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The world pandemic has changed the way businesses used to operate. Businesses have started moving remote because of the unpredictable situation caused by the COVID 19 pandemic. A majority of businesses have taken advantage of digitization and technology advancements to move remotely. In this article, we will talk about a specific industry, call center. How a call center can move remotely in explained in this article.

1. Secure remote access of the call center solution

A call center solution is a web based application that can be accessed via a web browser. However, often, the call centers take the required steps to make sure that agents working within the company network can access it. Opening the call center dialer for public access might be dangerous as it can create a difficult situation.

The call center solution has to be configured for secure access from the remote location. The cloud call center solution by installing software on the cloud can make remote work model feasible. You can also set up a VPN for secure access to the call center dialer.

2. Use advanced add-on for effective remote work support

To remotely access a call center solution, a business needs to have a high bandwidth internet connection. Moreover, each agent must have a high bandwidth internet connection and a laptop or computer system. All agents may not have a reliable internet connection in the home setup. There are some amazing vendors which have introduced innovative add-ons to support the work from the home model. For example, an add-on, called, “Work from Home” lets agents work without an internet connection or with a low internet connection. Agents can also work in a situation even if they do not have a laptop or computer to open the call center dialer. Taking the help of this kind of add-ons can help in implementing the remote call center model successfully.

3. Use a call center dialer mobile app

There are some leading call center software provider companies that offer call center dialer app for Smartphones. Of course, these call center apps are useful for the same call center software user. Thus, your provider must be offering a mobile app for call center dialer access through a mobile app. As we all know, the call center solution is a heavy software. The dialer app provides all features of this heavy software in a lightweight mobile app. This is the reason it is one of the best ways to take call center remote.

4. Web phone

Each call center uses a mobile SIP dialer, PC dialer, or an IP Phone for calling purposes. To make the working environment even easier, it is necessary to provide the best tools for the agents. A web phone is a compact tool that can be integrated within the call center software which makes it easier to function without needing additional tools.

Author Bio

 

Author works in a company which offers call center services such a VICIDial customization, call center CRM integration, VICIDial vTiger integration, VICIDial Zoho integration, and more.

 


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