Our remote contact center associate solution merges the quality and security of an on-site center with the cost structure and flexibility of a work from home model. Remote CX helps you accommodate for major ramps, seasonality, and daily fluctuations. Scale up or down every time business needs change with our rapidly deployable, flexible workforce, and industry-leading training solutions. Meanwhile, a work from home model for the contact center can help keep costs low while also improving NPS and eNPS. But before making the leap, here are three areas of preparation to ensure Remote CX success.
1. Rethink training
Organizations face two key issues when adjusting to a remote working situation. One, moving experienced brick-and-mortar agents to an environment they are unfamiliar with and two, hiring a new wave of at-home agents.
Our approach to the first issue is to create an abridged version of the training curriculum that we would normally save for new Remote CX hires. That way, experienced agents who are adjusting to this new workplace can refresh themselves with easily digestible training sessions tailored to a work-from-home scenario.
New hires, who will no longer be learning in classroom environments, can make use of a simulated learning approach that replicates what it’s like to be in a live environment so they can hit the ground running. When possible, they should be asynchronous, with self-directed lessons that provide immediate feedback and coaching opportunities.
2. Analyze top interactions
The high fluctuations of customer interactions mean your organization needs to prioritize the problems that are the most meaningful for your customers. Target and prioritize interactions that take up the most volume in your organization.
Our experience in analyzing the various cadences and problems that come in daily have helped us better inform agents on the most common interactions they will have to manage and how to make them better. It helps to have the right tools and insights to understand what the frontlines will be facing and how to readily train your workforce on how to handle it.
3. Make new channels and technology a priority
The sheer volume and scale of the move to remote work, coupled with the millions of customers who are digitally shopping, streaming, and accessing the internet will be a struggle for any infrastructure. To adapt quickly, new interaction channels, primarily chat and messaging, make sense, as well as advanced technologies to enhance security and clarity.
First, channels like messaging are a non-heavy application that is not as taxing on bandwidth compared to traditional channels like voice. They can be stood up quickly, and issues like background noise at home are eliminated.
At the same time, advanced technology tools such as our TTEC Clarity can also ensure background noise is minimized even with voice interactions. This enhances call quality and allows associates to focus on customer interactions. With noise reduction, associates can provide a more professional and satisfying customer experience.
