Corona is proving to be a disruptor in more ways than one. The entire global economy is forecast to see a drastic downturn and employees are likely to be affected. Restriction on movement and the risk of contracting the virus in closed work environments see employers simply shutting shop and asking employees to take non-paid leave as happened in the case of GOAir. If you are operating a call center you will find yourself in a predicament. Call center services are essential and yet you do not want your employees to gather in a common area and face the risk of Corona. You can keep your operations going ahead full steam and not let Corona disrupt services. The simple solution is to opt for hosted call center software on a temporary basis and tie it into your existing CRM.
Immediate set up
Tying it into your CRM may take a while longer but it is done without disrupting the front end. Your customers may not even know that you have switched software. You remain available and your employees work full time but with a difference. They work from home, having full access to call records and features of the software as well as customer database.
Seamless transfer of calls
The hosted contact center software gives your employees seamless connectivity to the calling system as well as the all important customer records. Importantly, the software transfers incoming call to a designated agent who may be using a desktop or a smartphone. A hosted solution is fine if you go for it but even your existing on-premise software can be configured by call center services provider to permit secure CRM access over VPN to employees who work out of their homes. Another way to do this is to configure the on-premises solution into an offline mode in which incoming calls are directed to the landline of the agent.
A hosted solution or a configured on-premise solution ensures continuity of customer end services. However, your teams will also need to collaborate and interact with each other. Supervisors may need to continue with monitoring of calls. The workaround may be to use the built in chat feature if the software includes WebRTC. WebRTC inclusion aids interaction between staff and you can also let agents use the feature to connect with customers for an enhanced experience using audio-video call. As regards monitoring employees, you can configure a login schedule so you know when agents start their work at home and when they log out.
The important thing is to keep communications alive in these corona hit times and call centers, apart from providing routine services to customers may also have to take on the role of providing emergency contact services. There is no need to tell employees to go on leave when you have contact center software providers showing you how to find ways to keep working.