5 Steps to switch your legacy call center to work-from-home

How can you switch a Legacy Call Center to a work-from-home model?

For large call center who still use legacy call systems, switching to a work-from-home model cannot be done instantly. Here are the steps they need to follow:

Inspection

Good voice quality is critical for call center communications. To ensure this, a product vendor must inspect each site, that is, the employees’ homes, to confirm that network infrastructure (Wifi or LAN) is ok for QOS.

Stable Internet Connection

The employee has to set up a stable internet connection and power backup to ensure high-quality voice and to prevent outages.

Secure CRM Access

To access CRM systems securely, each employee must be set up on a virtual private network (VPN) from their home and also learn how to use a VPN from their home.. This is a huge IT services project in itself as each setup takes one hour at least

Chat Groups

It is a good idea to set up chat groups for fast and efficient communication between agent groups. If the existing product does not offer chat groups between admin and agents, they should opt for Skype, Google Hangouts, Zoom or other video conferencing tools.

Login & Monitoring

Of course, ensuring adherence is a challenge when it comes to working from home. It is imperative that the team lead monitors the Employee Login Schedule remotely.