The Coronavirus has hurt countries and their economies with everyone ought to be self-quarantined and practicing all the essential cares to obstruct the COVID 19 spread. In some countries, extended lockdowns are going on which left all companies except essential ones closed. This has driven numerous companies to enforce their executives to work remotely aka work from home (WFH). A state that was perceived as an alternative to save money has become a need now.
To be able to help their clients with the continuous services while assuring the protection of their workers, companies are seeking for remote operations. This demands a system that empowers them swiftly shift from their existing settings to a remote one while assuring business process continuity (BCP). A method to do that is by establishing a virtual call center, also known as a remote call center, which supports organizations keep business processes up and operating at earliest.
If you are having any concerns about how to set up a remote call center, then do not worry. In this article, I will resolve all concerns you may have by answering major questions.
What about the Current Business Setup?
Your business must have an existing setup and this may sensibly get you suspicious about shifting to another setup. However, the virtual call center software makes it easier to access the call center solution remotely. You can use this software to serve your customers as earlier. Furthermore, the simplicity of establishing a cloud-based call center is one of the principal purposes that push the businesses to consider this solution.
Can It Handle Large Scale Operations?
Businesses with a massive volume of processes need to manage a huge workforce and clientele as well. A cloud call center solution gives an excellent possibility for huge enterprises to climb their progress by applying virtual call center software. The business can spring by arranging nodal facilities and partly operate remotely as well. This will reduce the time of training and should assist with swift processes. With the right software provider, you can get the best remote call center software as well as get it deployed smoothly.
Will Call Volume Decrease?
As a company, one of the majorly bothering concerns will be dropping out on clients because of your unpreparedness and unavailability, and why not? Increasing dropped call volume may result in loss of business and revenues. However, that will not be the predicament. With the best virtual call center software, you can handle that predicament efficiently by configuring the call center software in a way that calls will be routed to the mobile phones of the agents. Thus, assuring all the calls reach to your agents and you do not miss any.
How to Monitor and Assure Agent Productivity?
With a remote call center, your company is as normal with essentially no downtime. Now comes the question about agent monitoring? All call monitoring and agent performance gauging statistics will be available to the managers. Furthermore, conventional live monitoring and dashboards are also available to assist you to be on the top of your agents and campaigns.