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Article : Covid-19: Checklist for Preparing Your Call Center to Go Remote

#contactcenterworld, @commpeak

The negative effect that coronavirus has on business is being felt worldwide. And call centers aren’t staying aside. With the virus accelerating in multiple countries concurrently, more and more call centers force their employees to work from home due to COVID-19. However, for some companies, this decision has its pitfalls.

3 Pain Points for Any Call Center

1. You aren’t ready

No one knows how long this crisis will last, and surely nobody stays prepared for it in advance. Although your call center may already have a minimum package for remote work — namely, laptop, headset, and a stable internet connection for each member of your team, you may lack the basis — experience in telecommuting along with well-functioning remote work processes.

2. Your agents aren’t up to it

A crisis creates tension, and working in a call center during coronavirus pandemic means fast adaptation to the completely new realm. To make it easier, you have to equip your remote team with all they need to stay productive while working from home.

3. There’s a lot of panic

Uncertainty is the most stressful feeling, so it’s not surprising that during such a tough time, your customers are anxious. So do your employees. As your main aim is to provide clients with accurate information, no matter the situation outside, now you have to create agent guidance to help your workers cope with this challenging situation.

How to prepare your call center for COVID-19?

It’s sad how easily we can be disconnected. Today it’s COVID-19, but tomorrow we may face another challenge. That’s why it’s essential to find a balance where switching to remote work because of coronavirus or another issue won’t make a big difference for your call center. So, what should you care about?

  • Make remote working your priority

To stay productive, no matter the situation worldwide, you have to choose the right collaboration tools for remote teams. Using reliable work from home tools, you can get secure access to your business data from anywhere, save costs on international calls with business VoIP and DID numbers, mask your home office location with VPN for remote workers, and get a stable IP address from any country of the world. Having these virtual solutions for work from home is the essence of any call center today.

  • Become friends with Agile

The next step is using agile techniques to control and manage your virtual call center. This requires setting up daily morning stand-ups and check-ins, holding video conferences to discuss tasks and having one web-based system to track and control your remote team. That’s why it’s paramount to have Cloud PBX for any remote call center, as it has everything both manager and agent need for successful work.

  • Keep your clients close

During such a difficult time, don’t forget about the primary goal of any call center — to keep in touch with your clients. Even if they face issues with reaching you out via phone, you need to have other channels for communication. You can use your website for announcements or take advantage of bulk SMS service to create an effective marketing campaign.

Fighting Coronavirus: Checklist for Call Centers

To stay prepared for any global issue that may harm your call center, you have to:

- Ask your team to be prepared to work from home when needed

- Make sure they have everything for good work — computer or laptop, headset, internet bandwidth along with quiet workspace

- Go digital and have web-based or cloud-hosted tools for remote work

- Make sure your team is safe and sound, and educate them on how to behave in the emergency

When it comes to operating a business in a global crisis, prevention is critical. To stay afloat, you have to adapt your business and go remote. And having work from home tools on hand will help your business to grow no matter the situation outside.

#contactcenterworld, @commpeak


About Veronika Petrenko:
Veronika Petrenko is a CommPeak contributing writer with a Master’s degree in English. A writer by day and reader by night, she has spent much of her career writing blogs, articles, and reviews covering Telecom, IoT, and business for various websites. When she’s not writing, you might find Veronika painting, traveling, or studying books on self-development. She truly believes that if you wait for inspiration to write, you are not a writer but a waiter.

About CommPeak Limited:
Company LogoCommPeak is a Hong Kong company with PoPs in US, Taiwan, Australia, Brazil, Singapore, Frankfurt, and London. We are a provider of wholesale VoIP services to businesses big and small seeking to gain a premium international reach. Our network of international telecom partners and strategically placed infrastructure enable us to give you the most reliable, professional service along with call quality. Our current main solutions include A-Z VoIP Termination (including Call Center Dialer/Routes and Short Duration Termination), Virtual Numbers (DIDs), Hosted IP-PBX's and CallPeak TeleDialer (CommPeak's proprietary automated dialing platform).
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Tuesday, April 7, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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