Remote agents, or remote call center operators, are call center agents who perform customer service and sales tasks from a location other than the company or contact center. This is considered a new trend that will develop in the near future, especially as the Covid-19 pandemic continues to be complex.
Remote call centers have been used in many countries, but it took many years for them to become truly popular with the development of VoIP technology.
During the prolonged pandemic, call center customer service and remote sales methods are gradually becoming a new trend that requires businesses to adapt in order to thrive.
Working as a call center agent from home offers many significant benefits, such as:
– Save time traveling to the company, contact center
One clear benefit is that remote work significantly reduces commute time. It also avoids negative impacts on employee morale, such as traffic jams and congestion.
– Reduce fixed costs for businesses such as utility bills, fuel subsidies, etc.
– Easy to recruit
Candidates are reluctant to work far from home, so using remote agents is an easier recruitment support method.
– Promote work quality
Working from home means your employees can dress comfortably, which leads to a more relaxed work atmosphere and significantly improved work quality.
2. Common issues when implementing remote customer care
Although it is gradually becoming more common, customer service and remote sales remain a major obstacle for many businesses.
Difficulties in management
When agents use their personal phone numbers for work, communicating with customers creates difficulties in data management. Management cannot track the content of calls, making it difficult to monitor work progress or conduct quality customer service training in the future.
Information security
Working remotely means that data related to products, services, and businesses can be leaked if not managed properly. This is especially true for businesses that allow agents to use their personal phone numbers.
Difficulty in connecting
Remote work can pose a major obstacle when managers and employees rarely or never meet face-to-face. Difficulties in connecting will increase the likelihood of short-term resignations if call center agents do not have good working conditions and are not properly cared for.
Requires integrated management tools with multiple functions
Working remotely, customer service, and remote sales present challenges in management, so businesses need a tool that integrates multiple features such as quality monitoring and data management to ensure work quality.
Increased costs
To avoid losses related to data and reputation, many businesses choose to provide their employees with personal computers to perform remote customer service tasks. This increases implementation costs and also creates difficulties in management.
Alongside the challenges, this is also a "test" for businesses to innovate and improve themselves, adapting to the development and general situation of society, and delivering effective customer service across all channels.
3. Effective customer care and remote sales with Bellsystem24 Vietnam's Remote Agent Telehub virtual call center
The deployment of remote call centers also faces many challenges during installation, management, and information security. Telehub's Remote Agent solution, with its flexible virtual call center system, addresses all of a business's concerns related to remote sales and customer service.
Virtual call center solution using a dedicated number
Sales and customer service representatives can proactively interact with customers using their personal devices from home while maintaining professionalism with a dedicated phone number and integrated CRM system, just as if they were working in the office.
VoIP technology optimizes operational tools and information security
No bulky equipment such as computers or landline phones is required. Telehub simplifies the necessary devices as all data is synchronized and stored on the cloud platform. All communications are based on VoIP technology.
Data synchronization also helps ensure data security, preventing information leaks even when agents have to work remotely.
Integrates many important features
Not only CRM, Telehub's Remote Agent solution also integrates various tools that support call center agents in their work, enabling them to easily interact with customers across multiple channels such as phone calls, email, fan pages, Zalo, etc., and consolidate information and interaction history on a single interface.
Telehub supports businesses in operating seamless multi-channel workflows, enabling them to manage and monitor employees by reading statistical reports and call traffic. This also allows them to understand customer needs, business challenges, and agent quality.
Enhance Agent quality with a suite of automated features
Telehub Remote Agent integrates automation modules such as IVR, skill-based routing, and predictive dialer, etc., helping call center agents process tasks faster, thereby significantly improving customer experience and employee experience.
Cut hidden costs
It can be said that hidden costs are like the submerged part of an iceberg, easily causing businesses to lose direction and struggle to maintain balance.
Hidden costs for businesses include various types of expenses such as initial infrastructure costs, including furniture, office space, utilities, machinery, and related equipment, etc. At the same time, automation software also helps optimize work efficiency, thereby reducing hidden costs while significantly increasing revenue.
Remote work will become a trend and a long-term solution to ensure customer service runs smoothly and seamlessly in any situation. Telehub will support businesses in working efficiently and flexibly to serve customers anywhere at extremely competitive rates.
