According to Global Workplace Analytics 80-90% workforce in call centers who are in telecommunication roles would like to work from home, this is even before the pandemic. Now post pandemic this has become the need of hour and now most of the workplace has been shifted to remote.
There is a huge pressure on businesses these days to shift their contact center agents to work from home to meet the customer expectations during this challenging and testing time.
So here in this small blog post I will share easiest yet pocket friendly process for setting up a home-based contact center within few days and how it will help to improve your employees and customer experience.
The appropriate infrastructure –
For any office setup infrastructure cost is one of the major parts from the total budget. Where in here its just opposite, we do not have to invest much on infrastructure, and we will save more than 1/3rd cost.
All we have to provide agents a working internet, a headset and a smart phone. Smart Mobile phone is the most suitable device people use more conveniently these days. So, we must convert the smart phone into the full-fledged call center.
A cloud-based software is again a pocket friendly solution for your remote call center. You do not need any special hardware to set it up. Any window-based laptop, iPad or the mobile phones are compatible with cloud-based contact center Software.
Telerain has got a very flexible remote contact center software which is designed specially to keep such scenarios in mind. It offers you many inbound and outbound advance facilities which will not only save your costs but also improve your customer experience. When there is surge in incoming calls than the required number of agents will be active and when there is a down time it will be automatically changed.
Security Compliance –
One of the most important aspect to look for setting up work from home, we need to provide a secure access to the agents and the employees. The data exchanged between customers and agents must be secured and there should be proper compliances to follow for the security.
Prepare a helpdesk for the agents –
To resolve any technical issue, there should be a backup helpdesk team who can help the call center agents for any kind of trouble shooting and this helpdesk should be open 24*7.
Once we are done setting up a home-based contact center the employer must keep in mind as it is the new practice for both and there are several challenges in anything new. So, the employees and employers must be opened to accept the feedback.
Supervisors should support their agents to do a better job. They can do video call meeting not to miss that face-to-face essence. Monitoring and coaching should not stop. Teach your agents to maximize the benefits of AI. Ai will help agents to perform their task in the best way, what actions should be taken when and this will lead to the better customer experience.
There must be some fun activities during weekend or when there is a down time in inbound calls. It will keep your employees happy and motivated and will keep you connected with your employees during this difficult time.
When employees will be working from home, they will also save on some costs like commuting to office everyday and lunch etc. Now they will be happier as they are with their families in this difficult time, and they are safe too as they don’t have to go outside.
“Happy employees ensure happy customers. And happy customers ensure happy shareholders-in that order.” By Simon Sinek
In a nutshell we can say, post pandemic business will witness the most responsible employees who needs minimum supervision and the work from home will be a more welcoming scenario as its cost effective for employees and employers both. The automation will be on the peak, companies like Telerain will keep adding more features to the existing software to make it more flexible and reliable.