How to Ensure Quality with Homeworking Contact Centres – Part 1

Author: Justyna Chlopecka | Date: 08/04/2020

In this series of posts, we look at how agile technologies can provide organisations with control over remote contact centre performance. We also consider how these technologies can positively impact both the internal operation whilst supporting the sustained customer experience.

Changing Landscapes

We appreciate that during the last couple of weeks you will have faced challenges, the likes of which, you have never had before. Therefore, especially now, you understand that looking after your existing customers and providing them with an excellent experience is absolutely key to keeping them.

How you do achieve this? By giving your customers the best possible service every time, making sure your agents provide a consistent experience on every customer interaction analytics and giving your agents the support to deal with every customer enquiry remotely.

We want to be there for our clients, and we want to help you achieve the best possible results.

Virtual Mindset

Remote working has become the new “norm” for most companies globally. Businesses must continue and embrace remote working, but how can you support your agents and guide them through the customer interaction remotely, making sure they adhere to compliance regulations and continue to provide an excellent customer experience, all while being continually distracted working in an environment that is unfamiliar to them?

Looking ahead at the coming weeks and months, we want to help your call centre be as agile as possible and become stronger as a business. The flexibility of working remotely was a privilege before, but it doesn’t have to be a burden now. Finding a way to navigate around this situation, may mean you need to look at different ways of managing your teams than previously, but it doesn’t mean it can’t be better. By taking advantage of the technology you can emerge from this challenge with a more efficient operation, ready to accelerate.

Agile Technology Solutions

Perhaps, dynamic call guidance isn’t the first thing that springs to mind as a scale factor to your contact centre – but if you are looking at providing consistent, high-quality service, compliant with your business, it should be. How, otherwise will you support newly onboarded agents, make sure your current employees are aligned with your message, and manage the compliance of your virtual contact centre?

Dynamic call and omnichannel guidance support your agents so they understand what they need to say, and what they need to collect from your customers for every interaction. It monitors your agents and alerts contact centre management when certain agents are struggling at certain points of a call compared to other agents, or if there are areas of your process that can be optimised to reduce your average handling time and enable you to deal with the increased customer demand.

If the information that you need to supply to your customers, or your citizens’ changes on a weekly, daily or hourly basis, this can all be pushed to your agents in real-time or on a scheduled basis. Lastly, our call guidance platform enables you to upskill your remote team in days, not weeks which means your agents feel more supported and happier, reducing staff churn and increasing agent productivity.

With dynamic, omnichannel & call guidance you can keep your business running efficiently and increase the retention of your customers:

Often, in difficult circumstances, new solutions are required. These solutions can evolve into new ways of managing a contact centre, if a business takes a smart approach. Learning how to effectively work remotely can change our perspective and leave a positive fingerprint on future business strategy.

Next in the Series…

With normal contact centre operations disrupted for an, as yet, unknown amount of time, many organisations are repurposing staff to business-critical functions, such as the contact centre. In our next post we look at the part Voice Analytics can play in sustaining and enhancing both the contact centre and customer experience…