Support.com Tips on Setting Up a Virtual Call Center
The Coronavirus has forever changed how call centers think about maintaining business continuity -- from managing agent resources and having the right technology in place, to shoring up security protocols and management processes. Here are some key questions to think through as you consider incorporating a virtual call center model into your portfolio to help mitigate the risk of unforeseen events and forced closures.
Amidst widespread shelter-in-place orders and the closing of non-essential businesses, bricks-and-mortar call centers are scrambling to figure out what to do, while phones keep ringing non-stop. Many call centers are opting to send their agents to work-from-home but are quickly finding out that it’s not a simple process. There are a multitude of decisions to make about the technology systems, security protocols, and logistical processes needed to enable work-from-home. Figuring out how to monitor and manage a remote workforce is a key challenge that will likely require the addition of a new technology platform to replace “walking the floor.” These decisions must then be documented as policies and procedures, immediately distributed, and then monitored for compliance.
If you are sending your agents to work-from-home, maybe even allowing them to use their own equipment, here are some key questions to ask yourself:
- Do you have a VPN that you can run a public access point?
- Do you have a network access controller in place to control a large number of end points?
- Do you have full redundancy with multiple data centers?
- Does your agent have a physically secure environment to work uninterrupted? Have you seen it? Can you use remote video to verify?
- How will you remotely verify that sufficient virus protection is enabled?
- What can you do to minimize the potential performance degradation if the equipment is outdated?
- What security measures are in place that enable you to remotely lock down the device while the employee is working, if necessary?
- How you will monitor what an agent is really doing beyond reviewing call recordings or tickets?
- What tools are in place to facilitate agent communication, escalations, and knowledge sharing?
Answering these questions is the first step in putting together an approach for how to add a virtual call center to your business.
Support.com has available resources to help companies that need help supporting their highly internal call centers. The company has been delivering remote, virtual call center services that provide customer and tech support for more than 20 years and understand what’s required to enable a remote, virtual call center team to work-from-home effectively and securely. In order to keep our communities connected during these challenging times, Support.com is offering 24/7, unlimited Tech Pro support for all connected devices free for 30 days, providing expert tech support via virtual house calls, phone, chat, and step-by-step guides.
Please visit https://corporate.support.com/call-center-services/ to learn more.
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
CONTENT TYPE
- BC Expert Insights Market (42) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (42) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (15) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (12) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (80) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (145) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (133) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (38) Apply Best Practice filter
- Buyer Guide (14) Apply Buyer Guide filter
- Case Study (29) Apply Case Study filter
- Executive Interview (145) Apply Executive Interview filter
- Expert Roundtable (450) Apply Expert Roundtable filter
- Guest Contributions (34) Apply Guest Contributions filter
- Multimedia (38) Apply Multimedia filter
- News Analysis (2081) Apply News Analysis filter
- Newsfeed Article (1) Apply Newsfeed Article filter
- Newsfeed Article (1303) Apply Newsfeed Article filter
- Thought Leadership (21) Apply Thought Leadership filter
- Vendor Collateral (211) Apply Vendor Collateral filter
- Vendor Resource Best Practices (24) Apply Vendor Resource Best Practices filter
- (-) Remove Vendor Resource Buyers Guides filter Vendor Resource Buyers Guides
- Vendor Resource Multimedia Content (4) Apply Vendor Resource Multimedia Content filter
- Vendor Resource White Paper (4) Apply Vendor Resource White Paper filter
- Webinar (13) Apply Webinar filter
- Webinars (7) Apply Webinars filter
- White Paper (64) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (0)
- Education (0)
- Energy And Utilities (0)
- Finance (0)
- Government (0)
- Healthcare (0)
- Hospitality (0)
- Insurance (0)
- Manufacturing (0)
- Media/Publishing (0)
- None (0)
- Professional Services (0)
- Retail & Distribution (0)
- Technology (2) Apply Technology filter
- Transportation (0)
Comments
There are currently no comments on this article.
You must be a registered user to make comments
Add new comment