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As we look forward to 2021 or even in coming years, there will be continuous emphasis on providing the best of customer experience, so here we are sharing a few top features you must have to maintain the service levels.

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.

Cloud based Contact Center Software -

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

We all have been facing so many challenges for the past two years. Continuous improvement in technology empowers your workforce and keeps them ready to meet customer expectations through phone, email, chat, social media, or any other channels.

As we look forward to 2021 or even in the coming years, there will be a continued emphasis on providing the best customer experience, so here we are sharing a few top features we must have to maintain the quality levels.  

Cloud - Due to the pandemic, most of the call centers have been shifted now to work from home. To continue the work without getting any impact on business, companies have been shifted to the cloud networks and it will continue the same way as the safety of staffs has become the topmost priority of any organization. 

Omnichannel routing - These days customers want flexibility, and they are free to get in touch through any channel, Omnichannel routing helps you to put all your contacts together in one basket and then holistically routing them. 

Advanced skills-based routing - The call gets routed to the best-fit agent according to the requirement or the nature of the call, this indeed helps to meet the customer expectations as well as the agent’s level of satisfaction. 

IVR - At the beginning of a call, only customers don’t want to be kept on hold for a long time or they don’t want to keep pressing the buttons to reach the desired outcome, AI powered interactive voice response service helps customers to connect well and gives them the flexibility to use the menu. 

Natural speech recognition - IVRs with natural speech recognition eliminate the press button option, instead, customers can simply say, "I want to cancel my ticket," or any other phrase without needing to be prompted with options, and the system will understand them. 

Call backs - These days during pandemic huge call flow has become one of the biggest issues in centers which is leading to a long waiting queue while transferring any call. This is creating a lot of impact on customer experience. So, keeping this in mind we have added a feature in our IVR which will keep the customer informed about the exact waiting time and also give them an option to receive a callback. 

Outbound capabilities - Not only inbound, but we also help you to control your outbound activities as well like sending text messages to the customers regarding any upcoming promo or any kind of changes in their reservations or any other schedules they get an auto call with an option to talk to the agent further. 

Artificial intelligence - Artificial intelligent helps to make smart forecasting about future call flow while agents working from home, can send you the historical data with a prediction of future calls. In short, it’s one of the best technologies to help you to do advanced planning. 

What-if scenarios - What-if scenarios help give you accurate forecasting data. It will help clients and the agents; clients will not have a huge call waiting in a queue while agents will be already prepared to handle the expected call flow. 

True omnichannel reporting - This will give you a consolidated report across all the channels with the call center’s performance. 

Configurable dashboards - We give you the flexibility to generate your dashboards based on the KPIs for the different departments. 

Simplified coaching process - We will help you with quality management also which will help you to monitor the CX levels. The best quality management software provides workflows that streamline the coaching process, plus they provide ways to measure the effectiveness of coaching by tracking coaching sessions and quality dashboards. 

Screen recording/Call recording - Telerain’s software will have a live call recording facility on the screen. We can record any call and any data. At any point in time, you can hear or review the call and you can review the performance of individual agents.  

This pandemic has forced organizations to think about how well they can serve the customers without any exceptions. No matter where your employees work, Telerain’s technology will help you to retain your employees and customers both. 

1. Fast Deployment – As no framework is required for the arrangement of cloud contact centers, consequently the whole arrangement should be possible at an a lot quicker movement.

2. Versatility and Flexibility – Cloud call center software helps organizations in scaling up or down, in light of client traffic and business necessities.

3. Home based work – Home shoring permits representatives to work and play out all official undertakings from home. This assists organizations with keeping a pool of local communicating in operators with better language aptitudes at a much lower cost, and can increment or lessening the specialist tally dependent on the call volume quiet.

4. Enhanced Business continuity – Business progression recognizes cloud-put together contact centers from with respect to start based arrangements, which are inclined to equipment disappointments that outcome in down-times. Various personas in a contact center, for example, specialists, chiefs and executives can get to the cloud based contact center from anyplace, free of the physical area. They simply need a telephone and web association, which eventually brings about better business congruity.

5. Focus on Agent performance and not system maintenance – With cloud-based contact centers, organizations can completely zero in on the presentation of the operator as opposed to stressing over the equipment/framework support, in the end prompting expanded profitability.