Over the years, call centres have consistently struggled to improve agent satisfaction and reduce agent attrition because it results in higher operational and training costs and diminishes the quality of the customer experience. Due to the increased adoption of VoIP, virtual call centre technology, and outsourced call centres, and in the interest of reducing the commuting costs and ecological impact of an in-house workforce, companies have recognized that staffing professional at-home agents can offer lower operational costs, provide more rewarding call centre agent and customer experiences, and ultimately lead to improved employee retention rates. With a remote workforce, companies can serve their customers in an effective way and save money on their payroll at the same time!
The Five9 work-from-home call centre agent application is entirely browser-based. Consequently, as long as they have an Internet connection and a USB headset, work-at-home call centre agents can log into the system from anywhere in the world. Management and supervisors can easily monitor every remote call centre agent through the cloud as effectively as if they were in the same building. They can monitor agents by listening to recordings and live phone calls. In addition, they can view their real-time performance as well as their status and send messages to work-at-home agents individually or broadcast to them in groups. In short, each work-at-home agent is easily overseen by their employer.
By incorporating at-home agents into your workforce, you can expect lower call centre costs and improved employee satisfaction, productivity, and retention. Not surprisingly, your customers will enjoy a better call centre experience whenever they speak to a skilled work-at-home agent. This flexible workforce arrangement, supported by Five9 technology, means your customers will enjoy a better call centre experience.
We provide solutions for businesses and companies of all sizes. Visit us online to find out more details about our free trial. Let us boost the efficiency of your call centre and help you establish a reputation for first-rate customer service. Call us today to get started!