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Dorottya Márton
March 30, 2020
7 min read

The 5 Must-Have Features For a Remote Contact Center

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The remote work trend of the past few years has also created a shift in the contact center industry. Contact centers are increasingly becoming virtual. Just like traditional call centers, virtual agents handle the same customer support or telesales tasks with the only difference that they work from home.

We have previously written about the benefits of setting up a remote contact center. Remote operations can be beneficial not just for employees, but also for companies and businesses. If you address initial concerns with the right technology and management mindset, a virtual contact center should be just as or even more productive as an on-premise one. Remote work can lead to increased productivity and lower operational costs. More importantly, it is essential for any business to be able to keep up business operations in times of uncertainty, such as mobility restrictions.

Already made up your mind? Good. But what is the next step in actually setting up a remote workforce and establishing a fully functioning remote contact center? While having a remote workforce might seem like a good idea, the steps to establishing it could strike one as difficult. However, keeping some of these five essential functions in mind make for a perfect foundation for a well-functioning remote business infrastructure.

1. Omnichannel communications

As we have previously written, omnichannel communications are an essential method for interacting with customers in an effective manner, making your business communications smoother and more effective. In combination with this, it also makes your agent activity more integrated and simple.

Multichannel communication means using several channels when interacting with customers. However, omnichannel communication takes things to the next level by aligning the channels used. Most call centers will be expected to deliver a seamless omnichannel customer experience to maximize personalization, as customers are no longer used to repeating what they said previously to another agent through a different channel. Instead, they expect that the agent they’re talking to knows their interaction history and efficiently solves their issues. 

By aligning your channels, your remote agents will be able to instantly identify the customer they are handling, regardless of when and where previous remote agents talked to them. Something that the customer said on social media, phone, or email, will be available on a single platform, for the agent to see the next time that she is communicating with a client.

2. Predictive Dialer

A predictive dialer is an outbound calling feature that is capable of predicting how much time agents spend idle or inactive conversation. Predictive dialer calls are also initiated by the dialer, as the system continuously and dynamically calculates the number of calls it has to initiate to keep the operators busy. According to some statistics, an agent can spend up to 25% of their time idle. 

If you manage outbound campaigns, a predictive dialer is perhaps the most essential feature for your contact center, whether you manage it from on-site or remotely. This way, you can reach the highest number of records from your database and keep your efficiency as high as possible, even if your team works from several locations. 

3. Remote Monitoring

This brings us to remote monitoring. Besides being able to see the real-time inbound and outbound calls of your agents with the help of the predictive dialer, a remote monitoring interface allows you to track the entire activity of your agents. With remote monitoring, you can listen into ongoing conversations, talk to an agent without the customer hearing, transfer agents between projects, or change the agents’ status. This can be done from anywhere, without the need for on-premise interaction, simply through an integrated call center platform.

 4. A KPI Dashboard

Understanding your metrics and establishing your daily or weekly goals might seem like a headache when initially trying to set up the management of virtual call center agents. However, the KPI dashboard of cloud-based contact centers provides easily understandable numbers that you can follow in real-time. These statistics include quantifiable oversight, such as disposition, global and project-specific calls, and inbound statistics. VCC live provides all these features that are needed to support virtual agents and their supervisors.

5. A secure, cloud VPN

Tracking your agents and keeping your KPI’s and your client communications on track might seem easy. However, data security can look like a bigger task. How can you make sure that virtual agents follow data security protocols? Modern call center solutions have an answer for this. With the help of a secure VPN connection and cloud technology, you can set up a call center network that your employees can have access to in a safe manner. Additionally features, such as two-factor authentication, prevent unauthorized access or data breaches. In the case of VCC Live, the data itself is stored in five various Global Data Centers with a 24/7 Security and Data team.

Bottom line? When it comes to maintaining a modern business, having the right technology is essential in building your enterprise on solid foundations. You have to keep the following in mind when setting up your remote contact center: Omnichannel communications help remote data handling and client communications. Predictive dialer and remote monitoring technologies allow for an effective workforce. A KPI dashboard helps you keep your business goals aligned. Last but not least, a secure, cloud VPN should solve all your data security concerns.

Dorottya Márton
Dorottya Marton is a writer, copywriter, and general media enthusiast. Her work intersecting between IT, media, and society, Dorottya's writing at VCC focuses on the social dimensions of technology and the practical applications of top-notch B2B software.