Remote Working: Impact of Coronavirus On Contact Centres
Every day, new measures are being put into place to halt the spread of corona virus. Non-essential gatherings are being cancelled, people are using public transport less out of personal choice, and some are self-isolating to protect themselves and the vulnerable members of the community. As an employer and operator of a contact centre, you may feel the weight of responsibility to do the right thing by your employees, allowing them to work from home. But what if that takes a cut out of their productivity levels and, equally, your profit levels?
The corona virus pandemic is challenging every business to prepare for office closures, having all staff work remotely (where feasible) whilst also trying to maintain a ‘normal’ operating rhythm. Some businesses have been caught totally unprepared, whilst others have been planning for such an event for some time. Regardless, we really are in unchartered waters.
This is a particularly challenging time for businesses with a high level of phone based customer interactions. Although many contact centre solutions have capabilities for enabling remote workers, infrastructure limitations, unmonitored staff habits, home noise and other variables can mean different levels of customer experience are delivered.
The Problem
The varying quality of customer service is exacerbated by the fact that when employees work from home, there is usually less accountability and no supervision. In normal operation of a contact centre, a team leader would be in the room at all times, giving direct feedback to workers and getting immediate impressions of the quality of their work. Yet when employees from contact centres work from home, this training loop is disrupted.
Sure, supervisors can listen to a small percentage of calls to get a sample of quality, but they can’t listen to everyone due to time limits. Therefore, some low quality calls could be getting through. This lack of visibility of staff performance and customer experience is proving to be a significant pain point for employers with remote workers. How can they protect their workers’ health in the age of corona virus while still ensuring they’re getting a fair performance from their employees?
The Solution
CallN’s unique call recording solution makes remote working a breeze, even for employers and supervisors. Our software incorporates innovative speech analytics including voice of customer analysis and sentiment analysis to keep tabs on the reactions of customers throughout the call. But most significant of all, supervisors can use our call software to get a quick overview of operator performance from the simple yet comprehensive dashboards. While you can still listen to individual calls for granular training with individual employees, now the overall trajectory and quality of calls is discernable at a glance. With each call made by each worker automatically monitored by our CallN software, there’s 100% accountability.
Features
CallN offers a range of impressive features that can be an asset to your call centre or other call dependent business during the spread of corona virus. These features include:
Easy Integrations
CallN makes platform integration as easy as possible. This means that call centre CRM integration is simple and seamless. Use CallN with systems such as Salesforce, Zendesk, and many others via our REST API’s.
Call Grouping and Tagging
Features such as call tagging, timestamp notes and searchable comment fields allow you to sort, categorise and find particular calls as well as sections within calls. These features allow you to report on individual phones, departments or locations with ease.
Handy Keypress Actions
Use the phone keypad to take actions while on a call, boosting productivity and reducing time-consuming post call administration. Tag calls, send emails, and start and stop recording for PCI compliance all mid-call.
Dashboards and Reporting
You can get a quick and accurate view of your agents’ performance while working from home with our powerful analytics and reporting tools. Our dashboards and reporting offer deep analysis of both customer service performance and customer reaction for the total big picture.
Automatic Call Transcription
Using transcription and machine learning, recorded conversations are converted from language into hard data by our CallN software. You can search calls for specific keywords, enjoy 100% coverage of all calls, and leverage data analytics features for understanding at a glance.
Sentiment and VOC Analysis
Sentiment analysis is simply automated recognition of speech to determine customer and agent feeling over time. Similarly, voice of customer (VOC) analysis identifies customer behaviours and their association with positive or negative call outcomes. This means you can get an overview of outcomes without having to listen to each and every call
CallN is Your Key to a Successful Remote Contact Centre Workforce
If you’re looking for answers in uncertain times, CallN is your solution. It offers all the features you need to get a quick overview of your remote workers’ performance. It provides a broad to granular view, so you get the overall data without losing its context. Training opportunities also abound when you use CallN with employees, as their performance is shown with 100% accountability, even when they work from home. Save time and keep productivity levels up when you use CallN for your remote contact centre workforce. Call us today on 1300 262 597 to learn more or contact for a demo.
