In January 2021, governments across many countries declared their vaccination drive. While this was a positive sign, many are aware that it is a long wait until the vaccine reaches them. Many switches have happened due to the lockdown and one of them being the Work From Home culture.

Today many jobs have gone remote without significant technical changes. This is due to the rise in usage of cloud technologies and SAAS applications. A recent global study states that as of late 2020, 70% of organizations have agents working from home. 

Sales, customer service, retention, collections are departments that heavily depend on constant client communication. Today, customer service teams can work from anywhere and with vaccinations being rolled-out, we will see hybrid customer service setups deployed.

More and more companies are deploying a remote contact center for reduced operational costs and competitive advantages. And intalk.io is at the forefront to help enterprises make this switch as quickly as possible. 

But first.

What is a remote contact center?

At its core, a remote contact center is a collection of technologies and processes set up to enable customer service to happen from any location. The contact center system is centrally either on the cloud or at client premises, and agents connect it remotely. The voice interactions can be through VoIP, or the system can have the calls from the agent’s mobile phone. Agents can now attend to calls, emails, chat interactions directly from their desktop or laptop sitting at their homes. It means teams can now blend remotely by using various tools to handle client issues.

What is a hybrid contact center?

A hybrid contact center is a mix of in-office and remote contact center. Enterprises can decide and plan teams to either come to the office or work from home. For a hybrid contact center setup, the technology should be flexible to manage the interaction queues and route calls to in-office agents or remote agents. 

What are the advantages of having a hybrid contact center?

A hybrid contact center has many benefits for enterprises. 

  • As agents can work from anywhere, companies can hire remote agents easily and at potentially lower cost geographies
  • With local movement guidelines changing frequently; companies can do better exigency planning and create backups
  • In case of heavy call traffic in a process, calls can route to remote agents through a click of a button
  • Companies can save on the high real estate costs
  • Agents have a better standard of living by saving travelling time and focusing on their well being

How can you leverage intalk.io capabilities and successfully migrate to a hybrid or remote contact center setup?

Intalk.io – omnichannel customer interaction platform is pre-designed for hybrid and remote contact center setups. Deploy the solution on the cloud or client servers on their premises. It comes with capabilities such as multi-tenanting, different processes within the same organization can run on the same server but logically separated through tenanting. It ensures data security, segregated reporting and superior control. Time and again, we have seen companies in BFSI, BPO, Healthcare domains requesting multi-tenanted contact center setups.  The agents have the access and stats they need to manage interactions remotely or in-office. The administrators can oversee shifts, roles, queues directly from the browser. 

Regardless of an on-premise, remote or hybrid contact center setup, agents will deliver exceptional customer service as long as they have the right and contextual information about the customer. Intalk.io is pre-integrated with major CRM providers such as Freshdesk, Salesforce, MS Dynamics, Oracle and more. With every interaction, agents are aware of the customer context and can deliver hyper-personalized service.

Takeaway:

Remote teams can run with the same efficiency as in-house ones, and intalk.io can help you reach this goal.

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