Woman working at a remote contact center

Managing in the New Normal of Remote Contact Centers

Drive Outstanding Experiences—No Matter Where Employees Work

If your business relies on a contact center, you’re likely running it remotely—Nemertes says 91% of contact centers now support a work-from-home model. So remotely, you need to vigilantly watch employee performance and customer delight. But with the right capabilities for remote supervisors and agents, you can easily keep delivering and improving employee and customer experiences. Plus, your remote people may improve their work/life balance, your business can gain higher employee engagement, and ultimately you may even lower infrastructure costs.

Keep Driving Performance

Continue monitoring and measuring employee activities and customer interactions—and communicate modifications as needed.

  • Capture desktop activity to get visibility into employee off-phone activities, application usage, processes, and schedule adherence.
  • Automate the entire quality management process from scoring evaluations to assigning coaching.
  • Enable supervisors to promote consistent customer experiences by listening to customer calls.
Contact center agent working from home office
Contact center agent working from home office

Make Connecting Effortless

Make the work-from-home experience the same as in-office, including ready access to information and resources.

  • Enable employees to easily reach into the organization to access subject matter experts when needed.
  • Simplify forecasting and staff scheduling.
  • Increase employee collaboration by providing mobile-enabled employees with anytime-anywhere access to important schedule information, along with capabilities for requesting schedule changes.
  • Use game mechanics to build and sustain employee engagement.

Tap Your Knowledge Base

Empower remote agents with the right knowledge and insights to drive better customer experiences.

  • Increase first contact resolution by delivering relevant, contextual knowledge content to employees and customers.
  • Use powerful, AI-driven voice-to-text-transcriptions to increase employee performance in real time by delivering prompts and guidance based on words or phrases spoken by customers.
Man working remotely on a laptop

The Avaya Remote Contact Center

Working from home raises unique challenges for your contact center team. Follow Avaya’s three key strategies to ensure success with your remote working model.

Solution Capabilities

Artificial Intelligence

Analyze customer interactions in real time—monitor customer intent and sentiment to drive better outcomes.

Measure Performance

Increase supervisor capacity, drive employee performance and consistency in customer interactions by automating the entire quality monitoring process.

Monitor Desktop Usage

Monitor remote desktop usage to understand how employees are spending their time. Acquire visibility into day-to-day operations, identify process bottlenecks and best practices.

Knowledge Management

Equip customers with better self-help tools and serve contextual knowledge documents to employees while they are speaking with customers to increase customer satisfaction and first call resolution.

Simplify Staffing

Reduce costs by accurately forecasting and producing employee schedules across voice and non-interactions. Empower employees to use mobile devices to see KPIs and request schedule changes.

Gamification

Tie employee and team goals to incentives. Apply game mechanics to engage staff, communicate goals, measure and acknowledge achievements, inspire collaboration, and motivate teams.

Subject Matter Experts

Boost customer experience and increase first contact resolution by bringing experts from outside the contact center into customer interactions.

Live Monitoring

Help supervisors continually promote a more consistent and reliable customer experience by listening to customer calls and, when needed, join the customer conversation.

Speech Analytics

Automatically surface intelligence from recorded calls. Sophisticated analytics identifies, groups, and organizes spoken words and phrases into themes to help reveal trends and areas of opportunity or concern.

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Six Best Practices for Remote Contact Center Agents

Contact Center Agent

Document Remote Work Policies and Procedures

A written policy should govern remote contact center agents with clear and uniform rules. The manager and agent should review the policies and procedures together. Focus on job responsibilities, organizational and departmental goals and objectives, customer impact, and employee’s work performance.

Select the Right People for the Job

Some employees are terrific people and good workers but may not be best suited to work at home. Most remote contact center agents will have access to customer-sensitive information, such as credit card numbers. For those reasons and more, make it a part of your selection process to do background checks.

Team members working on a project
Woman standing and typing on a laptop

Ensure a Good Working Environment

Work environment guidelines should be carefully discussed with every remote contact center agent. Almost any room can serve as an office but selecting the right work area is essential to success. A dedicated office maximizes the contact center agent’s efficiency and comfort.

Equip Remote Contact Center Agents to Succeed

Hardware

Remote contact center agents generally need a hard phone or headset (noise canceling headset is best) and a computer.

Applications

Remote contact center agents need the same access to applications, tools, supervisors and peers as they do when in the office; likewise, supervisors working remotely need access to their contact center management tools.

Connectivity

Using a second analog phone, or a cellular phone line, provides consistent quality without network engineering. There is, however, an up-front activation cost and ongoing monthly expense.

Voice over Internet Protocol (VoIP) eliminates those costs — as well as toll charges for remote agents but may require either Session Initiation Protocol (SIP) voice connectivity via the Internet or virtual-private network (VPN) support.

VoIP depends on a solid internet connection which may not always be available. Ensure your IT department can evaluate each remote contact center agent’s internet performance before deploying your remote agent program. Provide easy-to-use documentation and job aids regarding how to log into remote network services like VPN, telephone services, etc., including password procedures.

 

Hardware

Remote contact center agents generally need a hard phone or headset (noise canceling headset is best) and a computer.

Applications

Remote contact center agents need the same access to applications, tools, supervisors and peers as they do when in the office; likewise, supervisors working remotely need access to their contact center management...

Developing a Hit Mobile App in Record Time
Contact Center Agent with headset

Make Experts Readily Available

Remote contact center agents need access to the same subject matter experts as those who have supervisors and expert resources in the office. “Presence” is a technology that is familiar to users of instant messaging, where a list of names is accompanied by icons indicating whether each person is logged in. When presence is incorporated into a contact center, finding an expert is just as easy for the remote contact center agent as for the in-office agent.

Remote contact center agents need access to the same subject matter experts as those who have supervisors and expert resources in the office. “Presence” is a technology that is familiar to users of instant messaging, where a list of names is accompanied by icons indicating whether each person is logged in. When presence is incorporated into a contact center, finding an expert is...

Monitor and Manage

Remote contact center agents need to meet the same continuous improvement goals that apply to all agents. Predictable management check-in times are reassuring to remote contact center agents. Remote contact center agents need to be included in team meetings so they can stay connected socially and culturally. Remember to keep training and mentoring remote contact center agents and to reward good performance.

Remote contact center agents need to meet the same continuous improvement goals that apply to all agents. Predictable management check-in times are reassuring to remote contact center agents. Remote contact center agents need to be included in team meetings so they can stay connected socially and culturally. Remember to keep training and mentoring remote contact center agents and to reward...

Remote worker on a laptop

Industry Recognition for Avaya Contact Center Solutions

Digital.com: 15 Best Call Center Software of 2020
CUSTOMER Magazine 2020 Contact Center Technology Award
Industry Wired Magazine: World’s Top 10 Best Contact Center Solution Providers
The Aragon Research Globe™ for Intelligent Contact Center, 2020
Frost & Sullivan Best Practices Awards 2020
Frost & Sullivan Customer Value Leadership Award
See All Awards

Bring Us Your Remote Contact Center Challenge

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