How to Support Your Remote Call Center?

With the right tools and effective leadership, agents can ensure seamless communication and uphold the customer service they are accustomed to providing. An omnichannel approach enables callers to use the communication tools they are most comfortable with and provides a seamless customer experience from any device.

Mobile access to the following digital channels provides added value to both customers and agents:

PhoneChatInstant MessagingEmailSocial Media

Determine How Your Teams Work:

Identify the digital channels your agents are using and assess your call management process to ensure workers have what they need to be successful. Business continuity is more important than ever these days – set clear expectations to keep remote agents productive and accountable. Call center managers require a different set of tools to help monitor, coach, and mentor agents.

Effective call centers will arm both agents and managers with the technology they need to ensure they are delivering the best customer experience.

5 Tips to Support Your Remote Call Center from Anywhere:

Providing call center agents and managers with the following tools will enable remote workers and managers to succeed from anywhere:

Internet ConnectionMake sure agents are using a high-quality internet connection, which is essential for running a seamless call center. A broadband ethernet connection is preferable to Wi-Fi to provide the best call quality.

Contact Center SoftwareSupply agents and managers with easy-to-use call center software. Call routing, call forwarding, email, CRM integration, and chat & SMS queues are among the call center features necessary to ensure agents are providing the most timely and accurate information. These tools ensure that callers are getting connected to the right person quickly to help resolve problems. Learn more about must-have contact center features here.

Enable managers to monitor and supervise calls so they can be more proactive with agents. Listening in on calls allows managers to more effectively gauge customer interactions and provide agents with constructive feedback and training opportunities. Call and screen recording, barge, and whisper capabilities enable managers to monitor calls without interrupting the workflow of ongoing conversations. If a severe problem arises, managers can barge in or instant message agents to help resolve issues before the call escalates.

Agent Monitoring

Reporting & AnalyticsEquipping call center managers with call metrics gives them the call data they need (call volume, handling times, traffic, etc…) to analyze and identify what is working and what is not. Managers can save time and money by generating customized reports to track productivity and access information to help make improvements. These reports provide the information managers need to identify issues or support gaps, make adjustments, and provide training opportunities to enhance agent effectiveness and improve problem resolution.

FeedbackAgents and managers can get customer feedback with post-call surveys to help improve scheduling, identify potential problems, and highlight areas of strength. Use this information to recognize agents for a job well done as well as single out ways to strengthen agent skills, improve quality, boost productivity, and enhance the overall customer experience.

Enabling Work from Home Managers & Agents:

With the right call center tools in place, your contact center can run smoothly and efficiently from anywhere. Agents can provide the same level of customer experience your customers are used to while managers can get insight into the quality of care, agent effectiveness, and productivity with recording tools, call metrics, and custom reports.

Providing callers with omnichannel contact center tools allows them to communicate the way they want to without compromising superior customer service.

NetCarrier is an Fcc-regulated national provider of cloud-based voice and data services. They transform the traditional workforce and enable companies to connect, collaborate and communicate...