How Omnichannel Call Center Solution Supports Remote Work Model?


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How Omnichannel Call Center Solution Supports Remote Work Model?


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Remote work is imposed all over the world due to the increasing threat of COVID 19. Companies have started imposing the “Remote Work” model to break the chain of Coronavirus spread and to keep people safe who are not yet infected with this deadly virus.

Remote Work model may sound easy, but it is not that easy. There are many challenges to deal with and to handle these challenges, people need to use different tools. An omnichannel call center solution is one of the tools one can use to make the work from home model aka Remote Work model successful.

An omnichannel call center software solution has many features that help companies to effectively implement the remote work model by assuring higher productivity. Let me share the top 3 ways it helps to make the remote work model successful:

1. Omnichannel communication

The omnichannel call center solution offers the best in the industry communication tool. It supports all different types of communication modes such as:

·         Voice calls

·         Video calls

·         SMS

·         Email

·         Fax

·         Facebook

·         WhatsApp

The companies can use one or more channels of communication to let theri staff stay connected. It also helps employees of the company to attend all inquiries and concerns or keep customers informed about ongoing activities.

2. Keep customers informed

The remote work model may create some unforeseen delays in the responses and resolutions to the customer queries. In this case, the omnichannel call center solution can be very useful. The IVR (Interactive Voice Response) feature can be used to inform the customers or prospects that call in about the possible delays in the responses. It also helps in generating awareness about the situation and the seriousness of the Coronavirus with the IVR prompts. The call broadcasting or SMS broadcasting system can be used to send updates about the changes in working hours or anything related to the customers. There are many features that assure that the customers are always aware of the ongoing decisions taken by your team.

3. Remote work facility

This tool can be used securely from home in multiple ways. The agents can log in to the system and take calls or all the calls get forwarded to their mobile phone and they attend calls from their own phones. All the calls will be logged as attended.

There are many more features offered by an omnichannel call center solution which makes the system suitable to successfully execute the work from home model.


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Zenteno peterson

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