Companies from many different market segments across the world are struggling during this crisis. However, the call center industry is experiencing a continuos growth. With the ability for agents to work from home, the best contact centers have continued their business without service interruption, seeing a great return on investment.

How can you adapt your call center to work from home during the coronavirus?

These are key factors for a successful remote working call center.

Build an easy and efficient setup

It’s easy to transition agents from offices to homes. Most remote call center solutions like QueueMetrics-Live are based in the cloud and integrate a full working WebRTC softphone ready to be used. You just need a simple VPN, unless your PBX is already cloud-based.

The only hardware needed in this case is a headset and a personal computer that most people already own. They also need access to a standard internet connection. In case they don’t own the right hardware, it can be transported to the agent from the call center company office directly to home.

The next step is to set up QueueMetrics-Live as their management tool.

Remote reporting and analytics

As agents are not physically in the call center, deep reporting and remote monitoring become critical.

With QueueMetrics-Live, supervisors can track all agents’ activities at a deep level with more than 200 different metrics, and manage processes remotely in realtime with control on agents and calls, live alarms, whisper, spy and barge on calls, without the need to be in the office.

They can also take advantage of a powerful wallboard system that allows an integrated view of each business process with full situational awareness, and automatic reports. Any drop in the daily workflow can be immediately spotted and addressed.

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Agents enjoy the same agent tools they are used to - with QueueMetrics Icon Agent Page they can manage their presence, set up outcomes, features codes, use the integrated WebRTC softphone, set up calls with the manual dialer, integrate with all the modern CRMs in the market and associate relevant information to calls with the quality tracking form.

For agents, as there are more distractions at home, detailed monitoring is mandatory.

Listen to call recordings and call grading

With QueueMetrics-Live, supervisors can keep track of employees’ effort by analyzing calls in realtime, listening to recordings and quality tracking modules filled by agents and the other supervisors. Listen to calls in order to see if there are call quality issues.

Send text feedbacks to agents, or set up remote coaching sessions to let them know how well they are doing.

This gives contact centre managers the peace of mind that agents are taking remote working seriously and call management quality remains demonstrably high.

Remote call center management with peace of mind

Supervisors and managers may feel agents might not be productive as they would be if they were in the office, but we know this is not necessarily true and could instead be well received by agents due to reduced travel times and costs. Happy and relaxed people work better! And you may discover that working from home gives your team more flexibility and motivation.

QueueMetrics-Live References

QueueMetrics-Live is available as a cloud hosted service for Grandstream UCM, FreePBX, Yeastar, Issabel, FusionPBX and many other Asterisk and Freeswitch distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics-live.com for a free full featured trial.

Attend our Free Webinars for a live demonstration of QueueMetrics.

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