Home Solutions Customers Resources About us Join us Contact 17 Nov The key issues of teleworking for contact centres The Covid-19 health crisis that we are struggling to overcome has had many impacts and has brought about new and unexpected constraints to which professionals have had to adapt very quickly. Nevertheless, the question of the importance of telework (working from home) is not new. Or at least not for everyone. Indeed, the world of customer relations has always been a breeding ground for bold developments! Remember, with the emergence of homeshoring in the 90s, or the advent of the Internet, the development of ADSL and broadband in the 2000s had already set in motion this process of remote customer relationship management. Today, it is in a particular context that many companies must take up this new challenge... Towards a (r)evolution of traditional practices The issue of remote working in the customer relations sector is therefore not new. The health and economic crisis, by accelerating the boom in e-commerce to the detriment of physical stores, is completing this process. This organisation has become established over time, thanks to robust infrastructures that are easily accessible, regardless of the point of connection, and which ideally allow business to be maintained constantly. Employers have therefore had very little time to prepare for this upheaval, which was initially only expected to be a short-lived outcome! In this very uncertain context, several factors come into play in deciding whether the duties of teleworkers can indeed be carried out remotely. Indeed, the new era of telework implies a much more important and decisive use of new management methods. And this And this brings out new challenges When the employee is at home, left to his or her own devices, can he or she use the same tools as on site? What are the means of exchanging with their supervisor? Can they expect immediate availability and support only through similar digital tools? The answer is often no! Telework is a very distinct way of working, where traditional technologies are much more restrictive and insufficient. And the current particular context has proven this. Let's find out the technical requirements for the deployment of a teleworking contact centre. More about ViaFlow Adopting the right approach for optimal remote operation In contact centres, productivity requirements naturally create an extremely regulated environment. Customer waiting times must not be exceeded, customer satisfaction indices must be achieved (and justified!) at all costs, quality of service(QoS) must be maintained at a very high level, performance charts must be respected... Advisors are set a large number of daily quantitative objectives to be met, and their supervisors are constantly at their side to support them. But these constraints also apply to those working remotely! Disconnection times for breaks are very limited and controlled, and the objectives remain unchanged, bringing the demands and even the stress of the contact centre into the home. So whether they are on site, teleworking or offshore, the same toil and languor! However, if the expectations do not diminish, it is then necessary to offer its remote advisers optimal working conditions, for their comfort and efficiency. For this, many conditions must be respected: To offer optimal working tools, accessible at a distance and without interruption; Benefit from an interaction management solution that includes a softphone to allow the agent to work without a fixed telephone; Ensure secure access and data compatible with remote login, including SSO-based authorization; Use a solution with a small hardware footprint, making it more accessible and easier to use remotely. Finally, thanks to the cloud, and despite the geographical distance, the supervisor can remotelyFinally, thanks to the cloud, and despite the geographical distance, the supervisor can, from a distance, access the usual indicators enabling him to assess the quality of the agent's work (number of files processed, response time, customer satisfaction rate, etc.). To do this, thethe implementation of an omnichannel tool customer interaction management tool is essential! Discover ViaFlow, your omnichannel ally for remote customer relationship management To meet the societal challenge of teleworking, ViaDialog supports its partners in adapting to teleworking by offering them a unified platform through ViaFlow unified platform, rapidly deployable on site and to adapt easily to their needs and their operation. ViaFlow is a natively omnichannel platform and fully accessible remotely in a totally secure manner secureand with a small hardware footprint. With our solution, equip your teleworking agents with peace of mind with software that natively integrates all customer relations channels and thus offer your customers an optimal experience experience in all circumstances. If you want to know more about what ViaFlow can do to help you manage your telework, our experts are available to discuss with you! I want a demo Share: TAGS : Customer Experience Customer Relations Strategy Telework ViaFlow Similar articles 02 Mar The customer communication channel mix: state of play, developments and prospects 25 Nov What will the contact centre of tomorrow look like? 13 Feb Conversational assistant or human? Combine the two to ensure success Search Recent articles What will the contact centre of tomorrow look like? November 25, 2021 The key issues of teleworking for contact centres November 17, 2021 The irresistible emergence of natural language IVR October 29, 2021 The obsolescence of old IVRs October 19, 2021 Web Call Back: a powerful tool for customer experience September 27, 2021 Find us on Solutions ViaFlow ViaSpeech ViaLeads ViaMotion ViaDialog Who are we? Our expertise Customers Join us Contact Contact us 152 Boulevard Pereire, 75017 - Paris - FRANCE +33 (0)1 83 77 31 00 2021 ViaDialog. All rights reserved. Legal Notice Cookies EN