Due to COVID 19 and the increasing spread of Coronavirus, the Remote Work model is applied in many companies. Different tools and software such as CRM solutions, HRM (Human Resource Management) system, work-logs, IT help desk ticketing solution, etc. are in use to make this remote work model successful. The call center solution can be one of the most useful systems to make the remote work environment as productive as it can be in the in-house environment. It has many amazing features to support the “Remote Work” model. Thus, many organizations use it. In this article, we will share the top 4 tips on how a call center software solution can be used in this situation to increase productivity while combating the spread of COVID 19.
1. Use Remote Agent Add-on
Many call center solutions offer the “Remote Agent” add-on and some of the providers also offer it as an add-on. This add-on is also available for the most popular open source call center software, namely, VICIDial. It is ready to use add-on so one can use it without waiting for a long time when the feature or add-on is getting developed. This add-on can be used in multiple ways and in different approaches, the agents get a call on their phone. This way, the load on the internet can be reduced and agents can work with full productivity.
2. Let Agents Know Supervision Is Ongoing
Not everyone can be equally productive while working from home. Of course, some are habitual for that and some are not. As nobody is watching, some agents may get carried away and spend time on other things than working. This can reduce work efficiency and performance. The call center solutions usually have various supervisory features such as barge-in, call recording, reports, live call monitoring, etc. Use different supervisory features available in the system. Moreover, inform your all agents directly or indirectly that all the calls are monitored and so does their performance. This will help you keep agents work-focused.
3. Use “Remote Work” Specific Features
The call center solution offers many features and there are some of them which are really helpful while working from home. For example, IVR (Interactive Voice Response) can be used to inform callers about the changed working model, working hours, policies, etc. so they stay aware of the ongoing things. The call forwarding can be used to forward calls to the mobile numbers of the agents or supervisors. This is specifically useful when internet issues are faced. The ring group feature helps in ringing all phone numbers in a group which makes sure someone surely pick up the call and all calls are attended.
4. Use Reports to make further strategies
It is a really useful feature of the call center solution. It provides a complete insight into the ongoing activities. Thus, reviewing the report to see the performance of different campaigns and agents can be very helpful. The managers can take specific steps to make sure everyone works productively. Some further strategies can also be built to enhance the work and performance to increase productivity.