Work and task management: Task management tools like Trello and Zoho can help call center managers assign tasks and deadlines to call center reps. Instant messaging and video conferencing: By investing in communication and video conferencing platforms like Slack, Zoom, and Microsoft Teams, your work-from-home call center can replace informal watercooler chats with ease and foster collaboration with remote team members effectively.Here’s are some of the types of platforms your virtual call center needs: This way, they can determine additional ways to boost productivity and keep clients in the loop. Likewise, call center managers and supervisors need tools that give them a better view of employee work habits and progress. Remote call center employees need access to the relevant virtual call center software to collaborate effectively and succeed in their remote job. Here are seven crucial lessons learned from Phoenix Virtual Solutions’ WFH call center agent experiment: Lesson 1: Invest in the right tech stack Virtual Phoenix Solutions is a 450-seat call center in the Philippines providing virtual customer service, bookkeeping and accounting, medical billing, and data entry solutions to healthcare providers, medical facilities, and management companies in the United States and Australia. 7 pivotal lessons learned from a WFH call center agent experiment In this article, we’ll highlight seven of the biggest lessons learned from a WFH call center agent experiment conducted by Phoenix Virtual Solutions. In doing so, many faced challenges, which proved to be lessons in disguise. With the onset of the pandemic, customer service BPOs like the Philippines-based Phoenix Virtual Solutions had to find ways to adapt to a remote work environment and move away from on-premise technology and in-house call center representatives. The COVID-19 pandemic caught many industries off guard, and the call center sector is no different.
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