11 Tools for Employing an At-Home Call Center Agents
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Remote Working Can Improve Both Agent and Customer Experience
Employing an at-home workforce of call center agents starts with equipping them with the right tools. Below is a list of “must-have” technology, equipment and software that will make maintaining a dispersed workforce simple and effective while enhancing collaboration and a team-based culture.
1. The basics: computer, headset and internet connection
In order to make and receive calls, your at-home agents will need a computer that meets your basic system requirements, a headset and an internet connection. If you use browser-based call center software they won’t need a telephone line, VoIP connection or a VPN. Making sure that their internet connection and system capabilities are sufficient to work optimally is a must. Many companies will provide these basics for their at-home agents. This ensures that all equipment is the same and simplifies the troubleshooting process for your IT helpdesk.
2. Browser-based call center software
Any company that employs an at-home workforce should use browser-based call center software. With this software, all that is needed to make and receive calls is a computer, internet connection and a headset. Setup is simple: there is no hardware or software to install, no hassles with telecom providers, no plugins to update, just login and go. Browser-based call center software is also an invaluable tool for the at-home agent. It displays the entire history of a customer by integrating CRM, helpdesk systems and social media, providing your agents with a comprehensive overview of each caller as the phone rings. Enhance your agent’s capabilities and keep your dispersed team on the same page by equipping them with the most valuable information about the customer, in real-time with browser-based call center software.
3. Automatic call distributer (ACD) software
An ACD is a telephony system that is typically incorporated in call center software. The ACD answers incoming calls and routes them to a specific agent. With an ACD, calls can be routed to specific agents based on customer information (i.e. the phone number the customer dialed, the information the customer input into the IVR, etc.) as well as agent information (i.e. the skill of the agent and agent availability). This is critical in making sure each remote agent only receives calls they are qualified to handle and only when they are ready to handle them.
4. Customer relationship management (CRM) software
When your agents work from home, they can easily miss important information about customers. CRMs fill this gap. CRMs compile information about each customer such as: client demographics, email,