Home-based Contact Centre Solutions for Continual Service Delivery
Setting up a reliable communication channel is very important, but implementing it fast is also crucial. United Call Centers can help manage the change that comes with setting up a home-based Contact Centre with native-speaking agents.
There are many considerations and decisions to make when you plan your Customer Careline. Which channels to use – phone, email, chat or social media? What business hours should be covered? How many agents are required?
20 years of experience in service implementation
UCC has more than 20 years expertise in call center solution design. Dedicated implementation managers are in place for every project who are the key stakeholders in due diligence. The implementation manager is a Subject Matter Expert (SME) in shared center services, often somebody who has worked in many positions before (agent, team leader, quality analyst, reporting analyst, etc.) and understands all levels of the service delivery ecosystem. Based on this expertise, we can vow to achieve successful go-live within 2-6 weeks from scratch, depending on requirements and scope.
Complex omni-channel customer services need careful attention. United Call Centers provides managed service delivery with shared or dedicated account managers who are the single point of contact for reports and escalations. They represent the best interests of our Partners and are responsible for achieving targets, meeting SLAs and KPIs, and maintaining a high level of customer experience.
Online training methods for home-based agents
Our online traning methods are proven very effective for home-based work. United Call Centers can effectively provide soft skill, CRM, and process trainings via webinars, complete with testing facilities. In addition to providing in-house trainings for onboarding, we can also conduct an in-depth gap analysis of the training material provided by our Partners. UCC’s dedicated trainers can help create an online version of contact training methods adjusted for the at-home business model. Moreover, all UCC agents speak English on a C1 level, so they can use a plethora of online resources to improve themselves.
In today’s contact centres, agents need to multitask between many applications. They use CRM tools, such as Zendesk or Salesforce, and they answer inquiries via phone, email, and chat. These tasks seem overwhelming at first, but you can prepare your team with high quality trainings.
Are you planning to work with home-based agents? Do you have any challenges?
Let us know your ideas!