7 Tips for Selecting a VoIP for Home-based Call Center Agents
April 13, 2015
The cloud and voice over IP (VoIP) telephony in particular are enabling more call center agents to work from home versus a noisy call center. Businesses save on real estate and infrastructure costs around call centers. Businesses can also now hire call center agents working from home across multiple time zones. Call center employees get the flexibility that working from home offers. Major VoIP platform providers, including 8x8, ShoreTel, and Mitel, are using their corporate VoIP experience to help their customers create next-generation call centers.
Here are seven tips for selecting a VoIP platform that supports home-based call center agents.
1. Support for Multiple Phone Options
Seek a VoIP platform for your home-based call center agents that supports multiple phone options, including:
Home phone (personal);
VoIP phone (corporate purchased);
Softphone (computer-based); and
Mobile client app (smartphone or tablet).
2. Support for Chat and E-mail
Any VoIP platform you consider for your home-based call center agents should also support chat and e-mail–based customer support.
3. Integrates with Your CRM Platform
High on your list of VoIP platform requirements should be integration with your existing customer relationship management (CRM) system through an application programming interface. Offering your home-based call center agents CRM–VoIP integration encourages productivity and furthers your CRM system as a “system of record” for all call center transactions.
4. Includes Back-End Analytics to Monitor Call Center Rep Productivity
Call centers are a numbers-driven business if ever there were one, so look for a VoIP platform that has back-end analytics that include the right mix of customization options so that you can generate reports on your call center agents and their activities. Measuring productivity may take on newfound importance if home-based call center agents are new to your business. Look for back-end analytics that include a custom report builder that would enable a nonprogrammer to create and run custom reports until you find the right report mix for managing your remote agents.
5. Meets Security and Compliance Standards
Outside the various service and performance options, any VoIP platform you select for your home-based call center agents should meets the needed security and compliance standards for your industry.
6. Includes Multiple Deployement and Provisioning Options
Moving call center agents out of the noise of large, centralized call centers is a boost to morale. To support the high-turnover nature of call center work, look for a VoIP platform that includes multiple options for phone deployment and provisioning to make it easy to onboard call center reps. Deployment and provisioning options could account for a standard corporate phone setup, computer setup, and even mobile device client apps.
7. Supports Multiple Training Options
Ongoing training requirements come with any call center, so the VoIP platform should include online training materials and a knowledge base that enables call center agents to try to resolve their own VoIP technical issues before escalating to the help desk.
A geographically dispersed call center is now a reality. Cloud VoIP and related advancements enable businesses to take advantage of home-based call center agents for a seamless communications experience with customers and prospects that can lead to a strong first impression.
For your free site survey or to consult with our Telecommunications advisors on your needs please feel free to contact Telesource Installers (210) 402 5455.