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Industry Research : 27% Call Centers to Switch to Work-From-Home Permanently: Study

#contactcenterworld

A study undertaken by Ozonetel has unveiled interesting insights pertaining to the call centre industry. The study reveals that 27% call Centres will switch to Work-from-Home permanently in the upcoming years post pandemic. This study is done by Ozonetel on 50 organizations to uncover the state of the call centre agents during COVID-19 lockdown.

"We have analysed various metrics to determine and understand trends in customer experience, as well as agent efficiency as call centres, switch to work from home," said Chaitanya Chokkareddy, chief innovation officer, Ozonetel on contact centres moving to work from home.


Key findings of the report:

Drop in agent productivity: 53% businesses reported a drop in productivity of call center agents. Some of the challenges they listed were Internet connectivity issues, Telecom issues, practical constraints of work from home such as lack of privacy, space, noise cancellation, lack of desktops and laptops.

Barriers to agent productivity: 71% of call center agents mentioned internet connectivity as the biggest barriers to agent productivity followed by telecom issues by 42%. The study found that while 61% call center agents were happy with work from structure initially, gradually their motivation levels dropped.

Work From Home will continue in call centre industry: In spite of all challenges, most companies continue to realise the risk that commute and working from office pose. 55% call centres are letting agents opt for work from home, while 16% are not opening offices, and keeping work from home mandatory.

Some contact centres will permanently switch to Work-From-Home: 27% call centres see work from home or work from anywhere, as a viable long-term strategy and are planning to switch to work from home permanently. What is interesting is that an equal number want to return to office as soon as possible. They do not see 100% work from home as a viable long-term solution.

Create robust Work-From-Home processes: Many call centres have seen the value in creating a robust work from home process even if they do not switch to work from home permanently, or if they are still undecided. 38% call centres will create a robust work from home process.

Many of the productivity challenges that call center agents face, can be solved when provided with better hardware such as better handsets, better headsets, laptops or desktops, direct telecom DID numbers, reimbursement of Wi-Fi charges. When companies reimburse Wi-Fi, agents can opt for better plans and ensure better connectivity. These are some of the things that Contact Centres can provide the agents to make work from home viable.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dqindia.com


About Ozonetel Systems:
Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
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Today's Tip of the Day - Making It Easy For Customers To Contact You

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

Published: Monday, October 26, 2020

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2024 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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