Imagine that you’re someone who enjoys helping people as well as travelling the world and being paid to do it. Someone like, say, a Mexican living in New Zealand who’s helping Australian customers via a contact centre job. This is where you become a contact centre employer of choice – with agents anywhere.
Flexible work options
A contact centre employer has a lot to offer agents nowadays. Many love the flexibility of being able to work where ever they are globally. But let’s face it, your contact centre is nothing without agents who are engaged in providing the best customer service. Your company can set agents up to work from home or a cafe or where ever they are globally thanks to the right software and equipment such as earpieces, handsets and so on, with maintaining company security and integrity.
One of the easiest ways to improve agent satisfaction is to provide them with flexible work options. Today’s workforce is increasingly wanting and expecting to be able to work from home and, fortunately, with the right contact centre software, you can make that happen. And that’s a very real way to be a contact centre employer of choice – with agents anywhere.
Give your agents what they need
Businesses of all sizes are increasingly relying on home offices and remote workers for connecting their part and full-time teleworking agents.
- In order for these agents to be productive, they require access to the same services used at the corporate headquarters or main contact centre location. This includes all the applications, data, voice and multimedia capabilities they require to do their job
- Remote working is also about providing agents with the capabilities to receive routed calls on any endpoint, whether a digital, analog, SIP or mobile phone
- Allowing agents to work remotely means you won’t be confined to the local talent pool, which may get you better candidates.
Reporting strengths
Remember, though, that at the heart of any good contact centre software is a rich reporting component. Your centre can be a large, enterprise-grade virtual contact centre with multiple sites, thanks to our partner, Mitel’s MiContact Centre Business. Some of its features include:
- External Hot Desking Agent (EHDA) capabilities which help agents to work remotely using any phone type
- Remote and home-based agents can perform telephony functions and use contact centre applications just as if they were in the office. Just another way you can become a contact centre employer of choice – with agents anywhere.
