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Successfully switch your contact center to a remote workforce of at-home agents in three simple steps

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April 15, 2020
By: LiveVox

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps

If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed. For a successful switch, focus on the core elements that you have to get right first:

  1. Connecting your agents securely
  2. Monitoring their performance
  3. Optimizing new workflows.

Connect Securely 

Fulfill basic agent needs

High-speed internet, a computer with audio capabilities, and access to a modern web browser. With modern, cloud-based contact center platforms, agent-access to these three simple things will enable you to continue at least some form of your operation.

Establish roles and responsibilities 

As your workforce is dispersed, you may want to modify agent roles to match abilities and make the responsibilities of remote teams crystal clear. Having a system that can automatically route inbound calls based on the customer need and the agents’ skills set will help out a lot with this.

Secure access to data

With the above in place, you should then establish a secure agent connection to the system of record (SOR) or the CRM via a VPN. This will allow agents to access the same customer data on their desktop as they would in the call center. In terms of the customer experience that your agents are able to provide, you will be close to BAU.

Don’t sweat the small stuff

A couple of months ago, a dog barking in the background of a call may have seemed unprofessional. Now, we are seeing our clients use the shared experience of working from home as a way of relating to customers. 

Monitor & Coach 

Activate screen recording

Screen recording is fast and simple to activate. Make sure you can capture 100% of the agent desktop across multiple monitors, not just the browser or agent application. This will be essential for monitoring whether agents are concentrating on what they should be (not on social media), handling data securely, and wrapping up after-call work properly. 

Use a secure payment capture method

You need to be able to pause screen recording when agents are taking sensitive payment information to be PCI compliant. Pausing can be agent-activated, driven by an API between your payment system and contact center platform, or by using an in-platform payment capture solution. 

Monitor more interactions, more intelligently

Adjust your quality management so that you are viewing and listening to a higher percentage of interactions. And, you want to be able to use technology to filter higher risk calls to the top of the pile. Leverage a system that allows you to use any interaction or agent metadata to do this.

Maintain agent-supervisor engagement

It’s vital that agents still have support and supervisors still have control. This won’t be able to happen face-to-face, and phone calls and video conferencing will be limited. So, think about an agent chat solution and giving supervisors the ability to provide contextual feedback to agents without them having to leave their agent desktop application.

Coach your agents

Monitoring quality is useless if you can’t take action to remedy problematic trends. To do this you will need to deliver training and feedback to your team members through a remote e-learning solution. 

Think about how you can incorporate this into your existing quality management (QM) process. Try to use relevant call and screen recordings as training materials and have a system that can distribute assignments and track progress and completion within your platform.

Optimize Performance

Schedule smart

Manual scheduling is time-consuming, and thorough planning is going to be key to ensuring success at a time of upheaval. Consider tools that allow you to automate schedules  by balancing shift rules, work hours, breaks, off times, and the skills of your team.

Understand performance

Ensure that your understanding of performance and compliance across multiple channels is up-to-date and that you are monitoring metrics that are relevant to the change in circumstances. You should review your current business intelligence and reporting processes and see if you need to reconfigure. It may be that, to pick up new trends that could arise as a result of your new circumstances, you need to make some tweaks.

Consider a tool that provides an aggregated view of call, agent, compliance, performance, and schedule adherence data in addition to regular reports. The ability to overlay these things together will give you a more robust understanding of your operation’ s real performance.

Listen to your customers

This change is also affecting your customers, so folding customer satisfaction (CSAT) data into your monitoring and reporting processes will be vital. Think about adopting a robust, multichannel CSAT survey tool.

Consider speech analytics

Well implemented speech analytics technology will automatically monitor and score 100% of voice interactions and surface your most important calls for further investigation. 

The best solutions automatically alert you intraday to inappropriate language, compliance concerns, and any keywords of your choice. This capability could give you unprecedented insight into your agent-customer interactions at a time when you need it most.

Moving to an at-home operation can be incredibly daunting, especially if it’s coming at short notice and you’ve been running a primarily bricks and mortar operation up to this point. But take confidence in the fact that you are not alone. And, if you take a phased approach, ensuring that you can walk before you run, then you can successfully build towards getting back to business as usual.

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

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