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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.


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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 - Customers Wary Of Fraud Calls

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

Published: Tuesday, April 7, 2020

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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