As COVID-19 (or corona virus) ravages the world, businesses across the globe have no alternative but to adopt the remote working model. While some have done it as a choice, others have been mandated by lockdowns imposed by the national governments. Needless to say, the measure is vital to contain the spread of the deadly disease that has the potential to wipe off large proportions of the world population. When it comes to implementing work-from-home, one of the key challenges that organisations face is that a majority of them depend on the traditional call management systems.
At the same time, there are other concerns related to team collaboration and availability for the customers. Like always, the human race has shown resilience and adaptability to fight out the crisis, this time with technology solutions such as cloud telephony and virtual call center software. Before you move on with the implementation of the right solution for your business amidst the coronavirus pandemic, it becomes important to understand how they work and which ones would be right for your needs.
Why does work-from-home not remain a choice for businesses?
First thing first, you need to understand why WFH (work-from-home) is the only choice your business has during the COVID-19 crisis. Essentially, you need to prioritize the safety of your employees when social distancing becomes a norm across the globe. Moving to a remote working model makes sense to minimize the risk of contagion at workplaces and during commutes (for those using public transportation). It keeps you up and running, with the flexibility of letting people work from the safety of their homes. You may even experience a productivity boost as people are more comfortable working from home while the fear of infection at the workplace has them worried and this may lower their productivity as well. Now that you understand the significance of WFH in the current situation, you also have to come up with a strategic plan for its implementation. And technology is the backbone that you need for designing a plan and putting it into action.
Addressing the key WFH challenges with the right technologies
It is clear now that technology is what you need the most to transition to the remote working model. Obviously, the next question would be about the technologies that you will need to embrace. Here are some critical challenges of WFH and the technology solutions you can adopt to address them effectively.
Sales and business calls management during WFH
If your sales and support team currently relies on landlines for attending business and customer calls, you will be in a fix. Landlines are not portable and require a lot of infrastructure to set up. And you cannot imagine setting up landlines for each of the remote workers during such an emergency. The solution is as simple as embracing a cloud telephony solution that lets your team to operate seamlessly and be connected with the customers without any issues, regardless of their location. A reliable virtual call center software enables call routing so that your business calls are transferred to the employees’ mobile numbers effortlessly and within seconds.
They can easily attend the business calls and address customer queries right from their home, with zero infrastructural requirements and without any glitch in the services. Another benefit of embracing a cloud call center solution for remote teams is that managers get access to a live dashboard that lets them monitor the performance of the sales team. These dashboards show granular real-time data such as the number of calls received, call time and missed calls. Further, there is also the option for call recording so that individual calls can be stored on the cloud and later accessed for performance reviews and agent training.
Connectivity and collaboration between teams
As the coronavirus disease has disrupted the normal working models, there are also concerns related to connectivity and collaboration between teams when they go remote. Businesses now need to support employees who spend a major part of their time telecommuting or in a virtual office. The system can be used for quickly setting up audio conferences and web meetings. The staff can easily collaborate with the right team mates at the right time, which enables them to make better decisions more quickly even while working from different locations. The entire team is as connected as they would be when working in the office, even while they are at their homes. Obviously, team collaboration is an aspect that is of great concern for any business owner who has not managed a remote team before and a cloud solution has all of them covered.
Once again, cloud telephony comes ahead as a useful technology in terms of scalability. With a cloud-based phone system, it becomes easy to set up multiple remote locations and add remote workers to facilitate incremental growth or adapt to sudden spikes in the business. You can easily add as many agents as your business requires behind a single number, which makes it scalable to the core. This feature is of great value for some business verticals in the current scenario. For example, if you are in the travel industry, you may suddenly experience a surge of calls with customers contacting your business for queries related to cancellations and refunds or other queries. A phone system empowered with virtual call center software can come to your rescue as it lets you increase the number of agents in the backend. Moreover, you can use it to create a customized menu for handling specific queries in real-time.
Mobility and flexibility
Cloud telephony effectively breaks down the location-based barriers by moving the on-premise phone system into the cloud. With such a system in place, workers in the company office and those working remotely share the same features of a powerful business phone system, irrespective of their physical locations. Even when they leave the remote office (for example, they may have to step out to shop for groceries or attend a medical emergency during WFH), they can still be connected to the company’s phone system through their mobile devices. So they can attend the customer calls and team calls even when out of their home offices.
Security control and viability
Another aspect that no business can ignore while switching to the WFH model is security control. A cloud-based solution provides IT greater and more reliable control over security. Additionally, it also meets the compliance and auditing requirements such as mandatory call-logging for the business, if required at any stage. The comprehensive feature set offered by a cloud telephony system empowers managers to keep a constant track on the activities of the agents and employees even while they work remotely. Obviously, this makes the solution a smart choice for any organisation that has been forced to go the WFH way due to COVID-19.
Cost and time savings
By opting for a cloud-based solution, you can set up an instant cloud call center solution right at the home of each of the employees. And the best part is that you can do it without having to spend a fortune or invest a great deal of time. Basically, a cloud phone system does not require setup of any hardware and you have to pay-as-you-go. Moreover, it can be deployed within minutes as the traditional phone systems and landlines can be migrated easily to this cloud-based technology. So this is one thing that is still easy, economical and less stressful during this time of coronavirus crisis.
A cloud call center solution is a smart investment for any business because it facilitates constant availability and seamless communication with the customers. If you already have one in place, you are lucky and will not have much to do while moving to the remote working model in the current scenario. And in case you don’t have it, now is the time to implement it as a part of your strategy. It can help your business reap the general benefits of the technology while empowering your team to work remotely, run the business operations smoothly, and ensure health and safety of the entire workforce. This can be best done by collaborating with a cloud telephony partner you can rely on. Servetel is a prominent cloud communication service provider that offers comprehensive solutions for diverse business requirements. We are committed to helping organisations get back on track with advanced cloud solutions that facilitate remote working for their teams. You can reach out to us at 1800-120-4132