Allowing agents to work from home is an increasingly popular requirement for modern call centres. The challenge is how to enable and manage them. ContactWorld is the answer. ContactWorld is internet-based, so all users log in to the same system, regardless of their geographical location. As long as an agent has access to a phone and a web-connected computer, they can effectively work from anywhere.
ContactWorld allows you to manage a team of home-based agents as if they are all in the same room - all using the same scripts, messages, call plan, CRM databases and more.
With ContactWorld, you get a real-time window into your entire call centre operation. You can see who's online and available, monitor KPIs and access detailed live call stats for every agent in an instant.
Why allow agents to work from home?
Call centre managers increasingly see the benefits of enabling agents to work from home. Here are some of the reasons why:
Workforce flexibility - Easily scale up headcount without needing additional office space.
Agent motivation - Allow agents to work around everyday life events (for example sick children or school hours).
Access new pools of labour - Recruit agents who may have difficulty getting to an office (such as people living in remote areas or people with disabilities).
Agent security - Ensure the safety of agents if covering a night shift.
Disaster recovery - Maintain a seamless operation in the event that agents can't work from the office (flood, snow, CPE hardware fire, etc).
Ready to talk more? Contact us and we'll be happy to tell you more about our Remote Working solutions.