CallMiner has some great tips for remote workers, both for agents as well as contact center managers. You can still manage a call center that is caught up in the uncertainty of a global pandemic. However, there are important tips and guidelines Remote Call Centre Article you can follow to encourage remote working and reduce contagion.
Remote contact center operations are not new. However, they have become more important due to the growing threat of Covid-19 as well as the importance of social distancing strategies to reduce the spread of the virus.
Below are six helpful tips and best practices to use as your contact center shifts to remote work.
1. Establish and maintain clear communication procedures
Diversify as many communication channels and methods as you can. Too many options could lead to your organization being exposed to downtime risk and revenue loss. But, too many channels and employees can create unnecessary confusion.
Interpersonal chat systems are essential for employees, and monitoring tools for managers to keep track of agent performance. Interaction analytics can be used to remote quickly highlight any issues in oral and written communication Remote Call Centre Article.
2.Customer Lulls on Response Time
It is possible that callers seeking assistance might not be aware of the current challenges facing your organization. If they don’t receive notification of changes to your internal processes, they will likely judge any inconvenience as a serious problem. To mitigate this risk, it is important to clarify the issues you are having using whatever methods you have at your disposal.
This could mean that you make special use of My Country Mobile your Interactive Voice Response System (IVR), to notify callers whenever they open lines with your company. Customers can also be reminded and sent alerts via text or email as required.
Without putting more strain on your existing infrastructure, you can have a positive effect on customer experience by directing them to these services.
3. Automated Scheduling
Schedules will shift as remote working changes. Your workforce will need to adjust their schedules and timetables accordingly.
WFM Suites allow mobile applications to fully automate scheduling tasks. This allows for a lighter workload for management teams.
4. Look for Sustainable Procedural Enhancements
It is vital that contact center leaders look beyond the immediate issues driving the shift to remote labor and think about the long-term potential for improvement in overall operational efficiency.
Businesses can reap the benefits of remote working if they are careful. This includes significant cost savings and a decrease in turnover. Pay special attention to the following areas: access to information systems and location-independent security. This allows you to employ more adaptable labor and other recruitment strategies.
5. Flexibility is more important than precision
Reduce all real-time compliance practices in order to make more of the flexibility that your agents can offer in terms of work hours and strategic overtime.
Flexible scheduling can help improve overall performance. The flexibility to schedule your agents over a greater range of time slots can allow limited teams to reach 24×7 uptime.
6. Maintain Active Agents With or Without CRM access
Agents must be able to communicate with each other from faraway locations. This should outweigh any risk to their access to the CRM system. Multi-channel communication is possible with managers and supervisors who have the ability to securely use these systems. This will help address issues related to accessing customer-specific information.
The following tips and guidelines can be useful for anyone dealing with this pandemic. You can improve your remote performance and coordination by using the information here. This will also increase the long-term adaptability and sustainability of your business.