When looking at the technologies that support representatives in their roles, automation tools and dashboards are and will be a necessity to keeping pace with customer demands and helping staff work efficiently. Additional tools to ensure data privacy and security are also important. For instance, many companies are now aware that work productivity tools like those from Zoom and Slack bridge the distance between remote staff and strengthen the relationship between staff and managers-which is a key component to engagement and improved productivity. However, the shift to remote work has forced many companies to implement new-and sometimes improved-technologies to ensure customer service teams are able to do their job seamlessly and effectively, all while giving a boost to employee morale. But over the last few years there has been room for improvement in how quickly companies are adopting the use of technology and to what extent, despite the numerous benefits it provides (flexibility or even cost savings to name a couple). The customer service industry has been using many of the latest technologies available to them to better handle customer inquiries and to automate simple tasks such as helping a customer reset their password. Due to early success, this new model will likely become a permanent fixture in the call centers of the future.įorced Technology Adoption is Changing Customer Service for Good By overcoming reservations about the idea of working from home in the customer service industry, many companies found themselves seeing real, immediate benefits of utilizing remote teams, which include flexible business operations, better employee satisfaction, and increased productivity.ĭespite the challenges associated with moving teams from the call center to living rooms and spare bedrooms, remote working has accelerated the pace in which customer service has transformed its digital presence and opportunities for staff to work from the comfort of their homes.
While the continuity of access to customer service is vital in regular circumstances, the sharp increase in recent customer demands has made it even more critical. For example, airlines saw a 199% increase in customer inquiries. At the same time, the customer service industry experienced an exponential increase in call volumes. Over the last several months, many industries have had to shift operations to become remote-work friendly, and customer service was no different, going into overdrive to process new work from home policies, maintain the safety of employees, and reduce disruptions to business operations.
To optimize the workforce in your call center with customer representatives working from home and take advantage of many more advantages provided by our technology, you can speak to an expert.1 September 2020 | News and Trends The call center of the future: WFH is here to stay You can connect to the call center from anywhere and support your customers with a computer, internet access, and a headset. However, during periods of high call volumes, you can increase the motivation of your call center employees by including agents that will support existing employees on your team. During these periods, you can get your agents to work from home and significantly improve your team’s performance. You can allow your call center employees to work from home – a cloud contact center provides a flexible option for this and gives your agents the allowance to work according to their skillset.Ĭall center employees may request some changes to their daily routines. It may be a loss for your company to force a highly skilled customer representative to work in the office environment and could cost some of them to consider other alternatives. Some agents may not like the rush in a call center environment. You can also easily manage the hours your call center employees work from home. Home office workers can work anywhere in the world and in different time zones.
You save on IT equipment, maintenance fees, extra office costs, etc. Telemarketing call center employees save time and money significantly for companies. You can increase your number of agents during periodic operation changes and peak periods and decrease it on regular business days. Customer representatives working from home enable you to scale your business according to needs.
0 kommentar(er)
