August 2020 - VCC Live

Archive for August, 2020

Future of Contact Centers after COVID-19

Posted on: August 28th, 2020 by Dóra Rapcsák No Comments

While some contact centers faced serious issues when suddenly having to go remote during the global trend of mobility restrictions, others were quick to adapt by using cloud-based, omnichannel services, such as VCC Live. As we have written in a recent case study, even companies that previously used on-premise systems were able to quickly shift their operations onto VCC Live’s cloud software in a matter of a few days. By using cloud-based software, contact centers were able to grapple with the challenges of a global lockdown and build a steady base of remote agents.

With contact centers investing in a remote workforce due to mobility restrictions, it is relevant to start thinking about what this means for the future of contact centers. Now that most contact centers shifted their operations, how will they continue to function in a post-pandemic world?

The current state of affairs

Based on a recent study, remote contact centers might actually be here to stay. Most employers plan to allow their employees to continue working remotely after the pandemic. This includes 68 % of employers in retail-related contact centers and 70% of employers running a healthcare contact center.

While this change has come out of crisis management considerations for most, there is a strong case for larders deciding to stay remote even after the end of the pandemic, changing the future of contact centers as we know it.

The reasons that leaders choose to stay remote include cost and time efficiency, employee wellbeing, and safety. 57% of companies surveyed believe that remote work will improve employee wellbeing, which leads to more productivity, as we have previously written. Additionally, not having to maintain an office proves to be more cost-efficient, environmentally friendly, and sustainable. According to the same study, the cost of office space per agent is around $8300 per year, estimating that a 50-agent contact center saves more than $200,000 per year by allowing part-time remote work.

Safety also seems to be a significant concern when thinking about the future of contact centers. 46% of the surveyed companies state that relying on a remote workforce will help keep their operations afloat in future unforeseen circumstances. Finally, most companies feel that the remote technologies that they use work better than they expected.

What this means for you

If you are running a contact center, you are likely facing one of the following scenarios: you either have implemented remote technologies or do not have it yet. In the case that you are already running a cloud-based contact center, start thinking about shifting more of your contact center operation remote and make sure that you are running your remote operations on safe and reliable systems. If you are still running on-premise systems, start thinking about investing in cloud-based technologies that support remote work.

In either case, remember to choose software that is easy to set up, does not require sophisticated technical requirements on the agent side, and provides maximum data security. VCC Live fulfills all these requirements. With a quick setup and a simple internet connection, agents can start working for you anywhere, anytime. We are also proud holders of ISO27001 certificate that proves the highest levels of information and data security within an organization and in its processes. Additionally, you can be sure that we are 100 percent GDPR compliant.

Recent global mobility restrictions have fundamentally changed the way that businesses operate and contact centers are no exception. While changing modes of operation have been challenging to most, changes have also brought along with them the realization that remote working agents can be just as or even more effective in terms of productivity and cost-efficiency. If you haven’t reconsidered your operations it might be time to do so.

Can Remote Agents be as Productive as Agents Sitting in the Office?

Posted on: August 14th, 2020 by Dorottya Márton No Comments

Current global affairs have accelerated the already flourishing trend of remote agents. As we have previously written, the top benefits of having remote agents include reduced costs, less employee burnout, as well as heightened security for your operations in the case of mobility restrictions.

As recent trends show, the benefits of remote work can also be felt by employees. According to a recent State of Remote Work report, almost all employees working remotely want to remain doing so. 98% of participants want to continue remote work in some form for the rest of their employment.

As the world is increasingly demanding a remote workforce, it is time to ask yourself both as a manager and as an employer: Can remote agents be as productive as agents sitting in the office?

Happy

Given that contact centers are notoriously stressful environments, agent motivation and employee retention have always been a challenge for both call center managers and business owners. While it might not seem relevant to some, maintaining a happy and balanced workforce is key for maintaining a consistent level of productivity and a consistent workforce. Remote work can be a solution.

Remote work helps eliminate many of the stressors that come along with an office environment. Namely, long commutes, noisy and distracting office environments, and demoralizing office cubicles. With agents being able to work from the comfort of their homes, they are able to avoid all these factors. A recent study showed that remote workers reported being 22% happier as opposed to office workers. The same study concluded that remote employees reported having a better work-life balance, more focus, and less stress. Additionally, companies allowing for more flexibility were more likely to retain their employees.

Productive

This satisfaction directly translates to productivity. The same study concluded that remote employees work 43% more than their non-remote counterparts. According to another study, on the topic, 91% of remote workers feel they are more productive when working remotely.

With 89% of open office workers reporting that they are more productive when working alone, it is no surprise to see that office work is not for everyone.

More talent, more opportunities

Remote work also means more options when making your staffing choices, as location no longer gets in the way of selecting the best candidate. This means that you can fully diversify your staff, based on your specific business needs.

For example, call centers running a customer service operation often struggle with finding an effective, multilingual workforce. This is another point where a remote workforce proves to be more effective. As opposed to on-premise office staff, you are able to access a global pool of high-quality talent, given that you are geographically limitless in choosing your employees. With this, you will be able to find the most skilled agents and employees not just in terms of their language skills, but any (soft) skill necessary for your specific business model!

Additionally, the flexibility that you assume by being open to a global, remote workforce does not just imply a global talent pool, but also an appreciative one. The potential of alternative schedules and the above-discussed benefits of global remote locations will be appreciated by your employees. The more flexible the company, the more committed the employees. With this, you can make sure that your business won’t suffer the consequences of low employee retention rates.

Given the increased levels of employee satisfaction, the resulting, higher levels of productivity and employee retention, as well as the option of a global staffing pool, it is safe to say, that having remote agents can be just as or even more effective than maintaining an on-premise workforce. Additionally, the element of reduced costs and heightened security arising out of a remote workforce can also be part of your considerations.

Explore how major players switched to remote work

Switching to remote work is something VCC Live has helped achieve many contact centers in the past. Read the following case studies to learn how quick and smooth the transition was in their cases:

Need a remote contact center solution?

VCC Live’s virtual contact center software gives your agents the tools to perform, keeps things productive and secure, and enables you to develop your workforce – all with nothing more than a laptop.

Coaching Methods for Excellent Customer Support

Posted on: August 7th, 2020 by Zsófia Csőköly No Comments

Coaching your contact center employees might seem like a soft-skills issue, and therefore, a second-rate concern. However, if any part of your operation relies on communication between agents and customers, it is essential to make sure that your employees are stress-free and motivated to provide the best customer support possible.

Recent studies show that positive customer experiences lead to 40% more spending among customers. However, positive customer experiences start with positive employees.

Having a positive and motivated workforce is especially important when handling real-time customer interactions, as it can bring a lot of unexpected and demanding scenarios where your agents need to be present, creative, and motivated enough to get back to the job the next day. This is where coaching comes in.

What is coaching?

Coaching is a volunteer-based learning and development program. Usually, it is limited to a specific number of occasions with a specific goal related to an event, process, or problem. Coaching can be held in individual or group sessions with usually no more than 4-5 participants.

While there is a variety of literature on the best and most up-to-date coaching techniques depending on your industry, some of the most effective methods based on my experience as a corporate trainer include Appreciative Inquiry (AI), Neuro Linguistic Programming (NLP), and Mindfulness-Meditation.

Appreciative Inquiry (AI)

Appreciative Inquiry (AI) is a coaching method and motivation tool that focuses on positive psychology. Instead of highlighting the participant’s weaknesses and shortcomings, AI focuses on strengthening values that the employee can already tap into.

It is important to note that this does not mean that certain negative behaviors are completely sidelined or dismissed. Negative issues are addressed, but the solution to them lies in the positive reinforcement of skills gained from past achievements and successes. These skills can then be applied to the present.

There is a host of in-depth literature on the principles of AI. At its core, it can help participants in the cultivation of self-reflection, better collegial relationships, and sustainable stress management techniques. These skills are essential when managing day-to-day client interactions, avoiding long term burnout, and on the leadership side, maintaining a regular workforce.

Given that contact center-related jobs can become quite stressful at times, motivating and maintaining the positive attitude of your employees is key for providing high-quality customer support.

While conducting AI-driven coaching methods in contact centers, highlight the customer interactions that went effectively and with an overall positive mood. Highlight how these interactions align with company values. When addressing unsuccessful or frustrating calls, focus on how it could be made into a positive interaction. A good practical strategy for this is to let agents listen in on the most well-performing interactions.

Neuro Linguistic Programming (NLP)

Another program that has proven to be effective during my work is Neuro Linguistic Programming (NLP).

Often, leaders can worry about giving feedback on the negative aspects of their employee’s performance. This apprehension is often based on the worry that such communication might lead to a discontented and unmotivated workforce, or lead to resentment. However, when approached the right way, certain coaching methods can help raise employee motivation and company-wide commitment, even when addressing negative issues head-on.

The most effective coaching method to improve performance issues can be found in NLP. At its core, NLP deals with the relationship between our thoughts, language, and behavioral patterns. Looking at certain behaviors as something that is learned through experience, NLP aims to recognize negative behavioral patterns and replace them with new modes of behavior. According to NLP, it is possible to model and learn positive and productive forms of behavior.

In the context of customer contact, this can be as simple as addressing behaviors such as getting easily frustrated or being impatient with a client. Alternatively, it can also help when dealing with uncontrollable negative outside influences, such as unreasonable or frustrated clients. Employees can learn not to take such situations too seriously and develop alternative and sustainable tools for stress management.

Mindfulness-Meditation

Mindfulness-meditation has become one of the most popular coaching methods within a variety of business environments. If Google, Facebook, Apple, and even GM are doing it, why don’t you try it out?

The scientifically proven benefits of mindfulness-meditation include a better immune system, better sleep quality, increased memory, as well as a more positive outlook on life and less stress. As a therapeutic approach, mindfulness-meditation can be used to help solve issues and reach a variety of objectives.

In terms of your contact center employees, mindfulness is a highly effective stress management tool. Mindful exercises, such as mindful breathing, micro-meditations between calls, or mindful perspective approaches can effectively help your agents. These techniques can encourage them to look at situations objectively, rather than focusing on small frustrations and taking certain customer reactions too personally.

Coaching for better interactions

While there are lots of staff management techniques and training out there, AI, NLP, and Mindfulness-Meditation are some of the most effective techniques when it comes to customer communications. By motivating employees and helping them develop effective tools for stress management, you can make sure that they will be able to handle all your client communications with the same level of commitment and enthusiasm.