Setting Up your
Contact Centre Team to

Work from Home

  • What you need to get started

  • Challenges and traps

  • Tips and Tricks

Here are some essentials needed to deliver a consistent standard of customer service, no matter how your contact centre team members are distributed:

Anywhere Access

Anywhere Access

Agents need to be able to work from anywhere with just a PC, Internet connection and headset

Feature Consistency

Feature Consistency

Aim to ensure the same level of functionality is available remotely that your customers are used to day-to-day

Ease of Use

Ease of Use

Without the office infrastructure you need agents to be able to easily function alone

Contact Babel: The Inner Circle Guide to Contact Centre Remote Working Solutions

ContactBabel: The Inner Circle Guide to Contact Centre Remote Working Solutions

This report contains up-to-the-minute data on how UK contact centres are reacting to the threat of coronavirus to their operations. Findings include:

  • 84% of survey respondents have moved to a predominantly remote working model
  • 1 in 6 have seen a rise in customer contact volumes of over 50%
  • 20% are using furloughing to reduce staff numbers.

The report also shows how to move successfully to a remote working model, as well as tips on managing the motivation and performance of homeworkers, the costs and timescales you can expect, and how to ramp up self-service and digital channels to handle any increase in contact volumes and staff absence.

Get The GuideGet The Guide

eBook: Remote Working for the Contact Centre

Need to check you’ve covered all considerations for optimum operation of your remote Contact Centre? Get a head start on your business continuity plan by downloading our eBook now.

  • What equipment should you think about?
  • What are the things you can do to ease the transition for your customers?
  • Are there tools to help?
  • What are the ways to help your staff?
  • What should you do to prepare for the future?
Get eBookGet eBook
Working from Home Checklist

Contact us here to let us know your needs.
Please add a note to let us know if this is urgent.

If you need to keep your contact centre running with remote agents, Enghouse Interactive offers two primary options that we can quickly provide with our Cloud solution within hours:

  1. Enable your existing contact centre platform to support your existing agents remotely
  2. Quickly deploy our Enghouse Cloud Contact Centre to new remote worker destinations

Enghouse Cloud, our award-winning cloud contact centre, can be set up and operational in just hours. Your agents will be able to work from anywhere with just a PC, Internet Connection and Headset –fill in the form to talk to one of our experts.

The benefits of homeworking for the contact centre

In light of ever evolving customer expectations, volatile market conditions and a growing talent shortage, businesses are turning increasingly to alternative ways to operate their contact centre. Setting up skilled agents with the right technologies in a secure and robust work-from-home environment can significantly burst capacity and productivity of your contact centre.

Remote agents can be deployed relatively quickly and at short notice, offering immediate support in times of fluctuating, unplanned demand or seasonal peaks. Work-from-home contact centres not only offer businesses the agility and scalability to drive exceptional customer experience and profitability but also hold the potential to significantly enhance the work-life balance of their employees.

icon - talent across borders

Access a wider talent pool across geographies

business continuity

Ensure business continuity and uninterrupted operations

increase or decrease productivity

Easily ramp up or down as you need to adapt to unforeseen events or changes in contact volumes

icon - Minimise carbon footprint

Minimize carbon footprint and create a positive environmental impact

icon - staff retention

Improve staff productivity and retention

icon - enhance loyalty

Enhance customer satisfaction and loyalty

Further Reading

Contact babel

ContactBabel: The Inner Circle Guide to Contact Centre Remote Working Solutions

This report aims to show how to move successfully to a remote working model, as well as tips on managing the motivation and performance of homeworkers, the costs and timescales you can expect, and how to ramp up self-service and digital channels to handle any increase in contact volumes and staff absence.

DOWNLOADDOWNLOAD
Quick guide to WFH

A Quick Guide to Remote Working for the Contact Centre

This guide offers guidance on all major considerations for optimum operation of your remote contact centre such as equipment and software needs, tools to help, access and security considerations, planning recommendations as well as ways to ease the transition for your customers and helpful tips for your staff.

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WFH Blog Post

Blog: When Home is the New Office

At times of crisis, it has always been key that businesses have been able to keep up and running by ‘switching on’ homeworkers, using technology, online capability and cloud capability and now the ability to provide real time collaborative video connectivity is enriching the whole experience. Read on to find out how business can keep operating in crisis times.

READ THE BLOG POSTREAD THE BLOG POST
Top 4 challenges

Top 4 Challenges Solved by Video Collaboration

As today’s business leaders seek to grow their companies, drive value, and optimize operations, they understand that employees need efficient and effective interpersonal collaboration to meet strategic goals. With the right video conferencing technology, businesses can strike a balance and deliver against both sets of expectations.

READ THE GUIDEREAD THE GUIDE
Jump into action

Jump into Action – 7 key Reasons to move to the Cloud

According to DMG Consulting, 62% of organisations have already migrated to a Cloud contact centre solution. Switching to a Cloud contact centre over premises-based solutions can offer businesses of all sizes significant benefits, including increased flexibility, new and often better cost structures and stronger compliance. In this infographic, we outline 7 vital reasons why your business could profit from a Cloud contact centre.

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enghouse cloud brochure

Enghouse Cloud Contact Centre Brochure

Enghouse Cloud Contact Center is reliable, secure and always highly available and has capabilities relevant to the smallest and largest organisations while seamlessly integrating with other business applications such as CRM tools.

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