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.
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.
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.
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.
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?
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.
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.
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.
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.
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:
CommPeak 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).
Published: Tuesday, April 7, 2020
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
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