Remote Call Center Related Myths And Myth Busting

By Author: mike
Total Articles: 64
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Remote call centers have gained a lot of popularity because of several reasons. The COVID 19 pandemic has increased the switch to remote call centers even more. Even if there is so much of a spike in the number of remote call center businesses, there are still some major myths related to the remote call center. In this article, I will share some of the commonly believed myths related to remote call centers. I will also share the reality to bust these myths.
Myth #1: Operating remote is expensive
Many call centers believe that the remote call centers actually increase expenses. However, the fact is quite different from this. You can save 10% to 35% on your operations by switching your on-premises call center to the remote call center. The cloud call center solution hosted on a reliable cloud platform will assure that your agents can access it from anywhere. You will not need to invest in the VPN. Your agents can work using their laptop or even a phone if you use a work from home add-on offered by a leading call center solution provider based in India. With this add-on, agents will be able to work even with a low internet ...
... bandwidth or no internet connection. In a nutshell, you actually reduce expenses instead of increasing them.
Myth #2: It is impossible to assure productivity
The call center solutions provide the features like live statistics and reports. Some advanced call center software solutions also show reports related to login, logout, and break details of each agent. In a nutshell, regardless of the fact, from where your agents are working, you will be able to make sure they are working productively.
Myth #3: Moving remote is a complicated process
Some people have this myth. However, it is not true. If you are using a call center solution, then you can host it on the cloud and use a cloud call center solution. The cloud call center software can be accessed from anywhere, at any time. If you are still looking for a contact center solution, then you can get a cloud contact center solution, so you can work remotely. You can also invest in work from home add-on, so it can help your agents work even when they are facing any infrastructure related challenges.
Both options are easy to put into action and you do not need to worry about the complications as they will be handled by your software provider company.
Myth #4: You cannot monitor and coach agents for performance
This is true that you cannot see agents sitting in front of you, but it is not true that you cannot monitor them or give them the required coaching to work productively. All call center solutions offer some supervisory features. These features will be available for use even when you move the software to the cloud and start using a cloud contact center solution. Whisper and barge-in are two popular features that help your supervisors monitor the performance of the agents. Whisper and 3-way conferencing as well as internal chat and intercom based calling features can be used to coach agents in real time.
Author Bio
Author works in a company that offers a call center solution, cloud call center solution, custom call center integration, call center WhatsApp integration, call center Twitter integration, and more.