How Call Centers Can Go Remote?


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How Call Centers Can Go Remote?


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The world novel COVID 19 pandemic has introduced a difficult situation in the world. Close contact with an infected person can spread the virus to others. It is difficult to differentiate an infected person from a healthy person for 14 days, the report can come positive or symptoms are shown visibly within 14 days. Of course, there are some precautionary steps, but all of them are quite tricky as one cannot control the behaviour of everyone in the team. Thus, a majority of business has started moving their work virtual. It means businesses operate remotely. The call center industry is definitely not an exception here.

There are many call centers that have started adopting he tools, which let them work remotely with the best productivity and results. If you also run a call center and looking for ways to go remote, read on. In this article, I will share the top 3 tools you can use to go remote.

1. Cloud call center solution

The first thing you need is a call center solution. A cloud call center solution offers all features you have in your standard call center software. In addition to that, it also offers all features and benefits of cloud solutions. It can be accessed from anywhere, at anytime as it stays on the cloud infrastructure. Moreover, access to the software can be completely secure.

2. Add-ons for call center solution

A cloud call center solution lets you use the software from remote locations, but there are some limitations with it. All agents must have an active internet connection and a laptop or computer to access the features of a contact center software solution to work productively. It is possible that all agents might not have this type of infrastructure at home. Here comes the add-on. There are some add-ons for call center solution, called, “Work from Home”, which lets agents work in any circumstances. Even if an agent does not have a computer or even the internet, he can still work productively if a call center uses this add-on.

3. Mobile app for call enter dialer

There are some providers who offer advanced call center software. They also offer a mobile app of the call center dialer for agents. This app allows agents to work from home and that also with high productivity. This app is the same as other mobile applications, which can be downloaded from app stores. The registered users can log in to the app and access all features of the agent window in this app. If a call center uses a contact center solution with unified communication support, then all the features related to various communication channels will be shown in this call center dialer app. The call center agents can provide support on the   various communication channels such as voice calls, chat, email, SMS, fax, WhatsApp, Facebook, etc.

Concluding notes

Based on the needs of the call center and possible infrastructure access to agents from their home and remote locations, call centers can adopt one or more tools to operate remotely. These tools enable call centers to work remotely.

Author Bio

Author works in a company which offers call center dialer, call center solution India, VICIDial solution, call center CRM integration, VICIDial vTiger integration, and other services related to call centers.


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