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Tools Call Centers Must Use To Empower Remote Working Agents
A call center is one of the largest industries in the world. There are many businesses that rely on offshore call center services. From telemarketing to lead generation and boosted sales to customer services, all operations are carried out by the call centers.
There are many call centers that operate remotely in a virtual environment to leverage different benefits related to virtual call centers. The world novel Coronavirus has enforced many on-premises call centers to move the remote. Of course, the technology is quite advanced now to support the work from the home model, but it is necessary to identify and use the powerful technological tools to empower teams working remotely.
If you are running a remote call center, you must have the below mentioned three tools so your team can perform with high productivity.
1. Call center solution
As you know, a call center cannot run campaigns effectively without a reliable call center solution. Thus, the first thing you need to run a virtual call center is a call center software that can be accessed remotely. You can use a cloud call center solution, which can help you access the call center dialer from home. Some call center solutions also offer the “work from home” add-on which makes operations even more efficient from home. It is necessary to perceive roadblocks your team may face with the remote working model and find a solution for the same. For example, using a call center solution that lets agents work even in the situation of no internet access is needed if multiple agents cannot arrange an internet connection for whatsoever reason.
Along with using a cloud call center dialer, one can also use omnichannel communication features in addition. Some call center software offers omnichannel communication to enlarge communication capabilities. The omnichannel communication channels include voice calling, screen sharing, instant messaging (chat), WhatsApp messaging, Facebook messaging, and more. If one can afford, he must use this functionality to empower their call center.
2. Call center CRM integration
A powerful customer relationship management (CRM) solution is another tool that can empower your team to work better. A CRM solution stores complete information of customers into it. Using this information can help agents know the customer and, thus, personalize information and responses. The call center CRM integration is a manner of integrating these two systems so agents can see the CRM popup within the call center solution during a live call. That helps agents use both systems without switching back and forth between the two systems.
3. Web phone
As we all know agents need a phone to attend calls. They either use an IP Phone or a SIP Softphone. In both cases, agents use an external solution. A web phone is a SIP Softphone built using WebRTC development and integrated into the call center solution itself. This makes managing tools and working operations easier for agents. This way they can focus on taking more calls and increasing talk time and ultimately productivity.
These are the top 3 tools a call center must use to support its remote teams so they can work with the best productivity.
Author works in a company which offers call center solution India, omnichannel call center software, call center CRM integration, and VICIDial customization to benefit call centers.
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