Remote Customer Service:
Contact Center Must-Haves for Serving Customers at Home
With the onset of a global pandemic, what was once a choice has become a necessity: remote work solutions. When it comes to customer service and call center employees, it can be challenging to manage a remote and online workforce. Fortunately, Contact Center software makes remote customer service accessible and easy.
Here are some features you should look for when considering the best cloud-based contact center options for your company.
1. Automatic Call Distribution
Automatic Call Distribution (ACD) routes calls to different agents based on their experience and capabilities. This eliminates the risk of inexperienced agents being handed customers they can’t manage and reduces wait times. This automation can help to keep your customers happy, your employees productive, and your call lines moving–all factors pointing to successful remote customer service.
2. Communication Tools
It’s hard enough to keep a workforce connected in a traditional office space, but it is even more so when employees are working remotely. With the use of video conferencing and chat, you can help fight that divide. Furthermore, having coworkers accessible at a moment's notice means that inexperienced agents can reach out for help if they need it which promotes efficiency and productivity. It also helps to eliminate some of the loneliness that can come with remote working which can only improve customer service.
3. Workforce Management Features
Along the same lines as communication, it can be especially hard to focus and work in a home environment if employees are used to a controlled work environment. Workforce Management Features allow managers to create productive schedules for call agents and help to enforce those schedules so your employees can be as productive as possible, even when working from home.
4. Customer Relationship Management
Customer Relationship Management (CRM) fills in the knowledge gaps that might stop agents from helping customers to the fullest extent of their abilities. Agents can’t be expected to be omniscient; it’s impossible to remember everything about your customer and if they are new, there’s nothing to be known. CRM features help solve this, collecting intel on customers like their demographic, contact information, previous call logs, chat transcripts and more. This information can be invaluable to your agents when dealing with all sorts of customers and can only increase worker productivity and customer satisfaction.
5. Call Recording & Monitoring
When the vast majority of interactions with customers happen over the phone, it becomes more important than ever to record those calls. Busy employees might forget to write down important information as they bounce from call to call, but having the recording easily accessible means that those little bits of information can’t slip through the cracks. It also means that you have call examples to share with trainees to help them get the hang of things.
Remote training is difficult but, in addition to example recordings, features like call monitoring, whisper, and barge mean that managers can assist trainees during calls. They can help through whisper instructions or even take over entirely if the employee is truly struggling. All of these features are a necessity when managing remote customer service.
6. Customer Surveys
After a customer hangs up the phone, it can be hard to gage how well the call went based on the call alone. This is where post-call customer surveys come in. Understanding how your client base is feeling as a whole is a good indicator of your business and, on a more individual scale, customer surveys can help you assess how well each agent is performing during calls.
Collecting call and customer information leaves you with massive amounts of data that would take weeks to sort through by hand. Built in analytics mean that trend information and customer satisfactions are available in seconds. This allows managers to assess worker productivity and effectiveness and make changes or offer instruction accordingly.
Ultimately, the contact center software you choose should be the one that fits your company best. These features are, then, by no means the exact things your remote customer service team needs to be successful but they are some of the more useful and popular features that could prove helpful.
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