How to ensure effective operations of Call center, so Call center agents can work remotely?
Many companies in 2021 face the same challenge as they did last year — remote work. Ensuring the Call center’s effective operations is quite a complex task by itself, as it includes providing reliable functioning of the software and demands suitable household conditions (all the extra noise by children or pets around is even more bothersome than in other sectors here).
How to ensure that the employee has everything necessary to perform his tasks? What is the best way to successfully exchange information?
How can one effectively track and control the performance of employees? What should be the new motivation system? So many how’s and so few ready-to-use answers. These are among the top questions at the moment, and we will try to give answers to the ones we believe are the most important.
Availability of infrastructure
Decisions taken by the government during the Covid-19 crisis did have a massive impact on many businesses’ everyday lives. Restrictions are being amended almost constantly; hence immediate adaptation to them, like any other changes, is no longer “nice to have,” but rather “must to have,” as the company’s viability now depends on it. This applies to the installation and well-provided functioning of programs the company chooses to employ. To do this quickly and effectively, the company must have a ready action plan and technical support — primarily for the servers, where necessary software must be installed. One of the services is provisioning of virtual instances. The company can choose the virtual server support system to match their output and capacity according to their needs and specifications. This way, the company does not require additional investments in purchasing infrastructure and machinery. By using virtual servers’ services, the company can quickly and easily grant access to IT services providers to install different programs on rented servers, for instance, Call center on Contact center software.
Choice of program support, it's installation, and customization
Software installation, configuration, and customization for Call center or Contact center can take from few days to several weeks or months. The process’s length depends on the specification of business processes and customer service in a particular company. In one company, customer support is handled simply by using phone conversations and e-mail, while in another one — it combines voice messages, e-mails, and social network communication. Call center software is quick to be installed and customized for employing voice message services (for receiving and reacting to clients’ voice messages). Whereas, to ensure all-inclusive and complete multi-channel communication, more suitable will be Contact center software, by which help there is an opportunity to communicate with existing and potential clients in all of the most popular channels (phone, SMS, webchat, e-mail, social networks — Facebook, Twitter, WhatsApp).
The every-day task for Call center manager is to keep track of their agents’ work, the present situation in each of the communication channels — how many clients are waiting to be served (how many waiting in the phone line, how many waiting for the response in e-mail) and what’s the general situation like in other communication channels. Depending on the specifics of business processes and required customer support specifics in a particular company, a decision is made to choose the most suitable IT solution that the company will be using and what kind of information the manager has to acquire from that system. It can be ensured by Call center Live Monitoring or Contact center real-time dashboard, that both show various general customer support data, for instance: SLA of phone calls taken or phone calls taken / all calls received ratio and other metrics. All Business Intelligence systems can integrate these IT solutions that the company possesses to collect data that each different company finds the most valuable for its customer support.
Motivation for agents
Regardless of its IT solutions to ensure effective remote work, the company still can’t guarantee quality work performance if an employee won’t be motivated. An innovative business strategy tool — “Gamification,” can be used to boost and keep agents’ motivation. “Gamification” helps to motivate employees by using the contact center’s manager’s set targets and results reached by agents.
These all are only a few of the challenges that companies and their employees face daily. But the good news is — for each challenge, there can be found a solution! To find your best solution, reach out to us!