From mid-March to end of April, many call centers can use VOIP calling to facilitate safer working conditions for their call center agents. The coronavirus outbreak has created an urgent need for work-from-home (WFH) options. In India, due to legal hurdles around VOIP calling, it might have been difficult to move your call center or customer communications to WFH. However, the Department of Telecom’s (DoT’s) has taken some swift decisions that have made it much easier for businesses: For the next two months, until 30th April, DoT has decided to grant certain relaxations for a period of up to April 30, 2020 for OSPs in respect of WFH.1 One of the exemptions includes the requirement of authorized Service Providers Provisioned secured VPN (PPVPN). VPN refers to a virtual private network. This is critical for call centers. How will this help Call Center operations? There are four ways in which these exemptions will help call centers move their operations to work-from-home. 1. Calls can be diverted to WFH agents via VOIP. With these new regulations in place, you can convert your calls to VOIP and connect to agents’ phones within your local network. Any organization with an OSP license may extend the call from OSP site their agents’ phones at home via VPN. 2. Agents can seamlessly make & receive calls from their browser. Using Cloud telephony tools such as Ozonetel’s CloudAgent, agents can receive and make calls from their browser window. Mangers have access to live monitoring, call recording and reports. And IVR, call routing and automatic call distribution tools ensure a flawless customer experience. 3. They can access CRM or other data needed for a seamless CX. Agents will have secure access to all the applications that are accessible to an agent at the OSP site. This includes any integrations with CRM, ticketing or other business tools. This means that call will continue to auto log into the CRM and agents can view customer data while speaking to them, ensuring better customer experience. (Read more about CRM integrations here) 4. One system, multiple seats These new regulations also mean that businesses can run a single OSP site and extend all calls to an agent at home, where multiple sites are needed due to limitation of seating space. For businesses facing increased call volumes, they can use this to scale up their call center operations. Can any business use VOIP Calling? There are certain restrictions on these new regulations. First and foremost, only businesses who have been granted an OSP license by DoT can implement this. Other restrictions are outlined in the below document: The New Regulations as shared by DoT on their Twitter Handle If you have an OSP license from DoT, contact us for any support in incorporating changes as per new network setup. For other businesses, the following resources may be helpful if they need to move their operations to WFH: Quickly switch your call center to WFH model Route calls to offline WFH agents Switch [...]
Can you route calls to agents who are not at their workstations? Even if it wasn’t because of the global Covid-19 pandemic, remote working has amazing benefits in terms of agent flexibility and call center productivity. Technically cloud call center solutions can be accessed from anywhere, so it should be easy to switch to work from home mode. But what if your agent doesn’t have a device at home? Or, if they stay in an area with poor internet connectivity? Take it easy, every problem comes with a solution. Offline Call Routing Quickly routing calls to agents is essential. But most cloud call centers today use online routing mechanisms. Offline Call Routing enables you to route callers to an agent who is not even online. They could answer calls on their mobile phone or landline while ensuring easy call monitoring and great customer experience. Virtual Phone Numbers Virtual Phone numbers are another way to ensure easy customer communications without compromising on-call monitoring, call tracking and customer privacy. In this system, a virtual number is assigned to every agent who makes or receives calls. When customers dial into the virtual number, the call is easily received by the agent on their mobile phone or landline. When an agent dials out, the customer doesn’t see the agent’s personal number, but your businesses’ virtual number instead. Automatic Call Distribution An automatic call distributor allows you to hunt agents through ACD logic. For offline campaigns, the agent’s phone number is the sorting tool. It connects the caller to the agent whether the agent is logged into the system or is on the move. You can group your agents into skills, and route calls to them based on skill, time of the day or customer priority. This ensures minimal wait times, better call center productivity and better customer satisfaction rates. Moreover, the idle agent-first logic ensures that work is distributed evenly amongst agents even if they aren’t sitting together in the same office. How These Tools Help Using these features, many of our clients have been able to smoothly move their call centers to work from home mode. However, these cloud telephony tools also ensure smooth customer communications in many other instances. For instance, many work profiles require constant fieldwork. Not all your staff sit at a desk, ready to attend calls. This includes service engineers, medical practitioners, relationship managers, and sales teams who may constantly be on the move. In other cases when BPOs face capacity issues, they can use these tools to hire a work-from-home workforce to tide over the peak seasons. The tools this blog outlines ensure easy customer communications in all these cases. Conclusion Sooner or later (sooner hopefully), we are sure to tide over Covid-19. The changes it brings to our working styles may have a lasting impact, however. Will your call center be better off with a remote working model? Only time will tell. In case you are interested in any of the tools mentioned here and need priority [...]
Speech Analytics is 95% more accurate and 15x faster at processing data than a person. So when are you using Speech Analytics in your call center? Using Speech Analytics on your recordings can be useful, but the real benefits are when you use it in real-time. Our real-time Speech Analytics Dashboard can display how fast or slow your agents are speaking, how loudly or softly they are speaking, as well as what your customer sentiment is during the call. It can alert for curse word usage or the usage of keywords such as greetings or deflections from a given script. The main benefit is that call center managers don't have to go through call recordings or wait for a QA team to give them reports. In a call center, where time is of the essence, this is critical. It gives managers and supervisors the data they need to act now, instead of later. Here are 3 benefits of using a real-time Speech Analytics dashboard: 1.Monitor customer sentiment in real-time. Customer satisfaction is a key measure of call center performance. Typically, you measure these satisfaction rates by surveying customers after a call (when the damage is already done). In contrast, with speech analytics, you can measure sentiment in real-time. When you see a drop in customer sentiment, you can take immediate steps to rectify this. 2. Prevent escalations. When customer speech volume or curse word usage rises, or sentiment sharply declines, you get alerts immediately. This lets you barge-in and intervene faster. 3. Assess 100% Calls. It is just not humanly possible to manually go through hours of call recordings. With AI, you improve quality assessment by analyzing every single call. Learn more about our Speech Analytics Dashboard, or contact us to get a demo.
Real-time speech analytics is here. Learn how it changes the way managers can measure and improve call center performance. Your team is working hard, logging in hours and hours, speaking to hundreds of customers every week. As a contact center manager, can you listen in to every single call that’s taking place and evaluate it for agent performance and quality? Probably not. It is more likely that you get to know about angry conversations or dissatisfied callers long after the call takes place. Or (worse!) you may never hear about them, at all. Even if you have a quality assurance team sifting through call recordings for agent and contact center performance, it's unlikely they’ll be able to cover more than 10% of your total call recordings. So how can you keep track of it all, and improve those conversations? Technology can help. Get ready for whole new performance metrics Intelligent features like Speech Analytics can help you evaluate and gather information from every single call in a matter of seconds. This means that you can not only monitor every single call that takes place in your call center, you also get live updates. In other words, you monitor every single call and are alerted to problems, not after the event, but while they are taking place. What is Speech Analytics? Speech Analytics is a tool that analyses speech data for specific information and patterns. Businesses can use speech analytics to find marketing and business insights from their call recordings. And call center managers can use it to deliver better customer experience. Ozonetel uses AI-powered solutions to extract information in real-time. This allows call centers to deliver a better customer experience and also enhance agent performance. What insights can Speech Analytics give Call Center Managers? AI Speech Analytics features make it possible to automatically get comprehensive insights plus data summaries on your supervisor dashboard. Here's a peek into what our new SA enabled user dashboard looks like. You can, of course, create different dashboards to suit your needs. Or create dashboards for your agents to gauge and improve their own performance in real-time. You can also set up alerts that get sent to your phone or email id. 1. Conversation Speed Clarity and enunciation play a huge role in voice communication for customer service; this is where an ideal talking speed (or range) comes in, often measured in words per minute (wpm). For example**: Speech rate guidelines according to certain studies: Slow: Less than 110 wpm Conversational: Between 120 wpm & 150 wpm. Fast: More than 160 wpm Speech rate varies not just across languages and dialects, but can also be affected by gender, culture, and purpose and one needs to tweak speech speed to communicate better with customers. Get insights into the speech rate for each individual agent with the Agent Speed analytics and whether they are hitting the right balance. This feature can also be added to each agent's dashboard to help them see if they are talking too [...]
The current outbreak of coronavirus has spurred South East Asia to work from home. It is no longer a privilege, but a necessity. Organizations are closing offices, mandating remote working and reviewing corporate travel policies. What does this mean for call centers? As outlined in a previous blog, for those who use Cloud telephony, switching to work from home is instant and easy. However, in this blog, I outline the steps a legacy call center needs to take 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. 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. The Cloud Telephony Option Apart from coronavirus, natural calamities, riots, curfew, snow days and other issues get in the way of agents and employees coming to work. Flexibility in the workplace is essential and tools like cloud telephony are ideal for addressing this. ALSO READ: How call centers can quickly switch to work from home during emergencies. 6 Productivity tips for your work-from-home sales team