Updated: Jul 30
The duties, necessities, and appropriate equipment for customer service representatives have recently been re-evaluated given the major uncertainty around whether contact centre personnel would operate from an office or from home.
How would you give predictable great sound when representatives are working in various settings and with various equipment?
How can you assemble your team if everyone is located in various places? As some may be linked to legacy telephony in the workplace, Others may be using a softphone at work or at home, while still others may be connecting through a mobile phone (if home broadband isn't fast enough).
The matrix below depicts the requirements of four primary profiles of call centre personnel evolving inside enterprises. It should go without saying that all profiles require high-quality audio and durability from their equipment.
Employees of certain firms have begun to return to work - and for some, they never left owing to financial regulator limits on where and how transactions may take place. Meanwhile, some contact centres stretched out their agents by occupying the area that back office staff left behind when they worked from home. A desk phone and on-premises telephony are probably used by the teams that are present in the workplace. But some people are now using softphones since many businesses have this on their technological roadmap. Employees will stay at that desk for the length of that day, even if there is a shared desk policy in place . Agents may also need to use video to communicate with coworkers who are based out of the office or at home.
The right arrangement for these workers is the MDA524 audio processor to give limitless similarity with work area telephones, a QD based EncorePro 500 to empower solid work area sharing, and an EagleEye mini than usual to empower social associations with remote colleagues.
The QD-based approach enables a Y training cable to be used for supervisors or coaches to listen in on a new employees customer interactions and help them out. This cable is long enough that the coach and employee can sit two meters (6ft) apart and maintain social distancing protocols.
In essence, this job description combines working from home and in an office.is is a slight variation from traditional workplaces. With hybrid staff, agents may alternate between working in the office and from home, depending on what they need to get done that day (and whether space is available in the office).Hybrid workers are more likely to utilise a PC-based softphone because of their mobility, yet there are certain instances where calls are made using a mobile phone since the employees doesn't have high-speed broadband access.
For these personnel, a DA80 that supports connection to a PC is the ideal configuration. It is designed around the Poly QD to allow your employees to continue using old headsets. The MO300 cable, which enables you to reuse old Poly headsets with a cell phone that has a 3.5mm socket, is the suggested configuration for staff members who use a mobile phone.
No matter where the employee is working that day, the EncorePro 500 QD headset guarantees excellent audio. Once more, the EagleEye tiny is the ideal camera for facilitating communication with coworkers. This camera is ideal for this kind of worker since, in contrast to huddle room cameras, it has a limited field of vision, so staff members don't have to worry about sharing their whole room in the background if they don't have the ideal workspace.
Manager and outbound sales roles have similar mobility needs. In today's classic call centers, supervisors are coaches who keep employees motivated, answer questions, and help resolve issues quickly. Supervisors also need to be able to handle customer escalations. This makes a wireless headset ideal. Outbound salespeople appreciate the freedom to stand and move around the office during a call. Both supervisors and fieldworkers have their own desks, and in scenarios where dialing numbers is significantly faster than softphones, you might use a deskphone.
The wireless Savi 8220 Office (or the Voyager 4245 if DECT isn't enabled in your nation) coupled with a desk phone is the best option for these personnel. The Savi has a nice feature that allows the supervisor to listen in on calls while preserving social distance: the option to link multiple headsets for the duration of a call. Giving the option of dual desk phone and PC connectivity for other applications is also crucial. A supervisor just needs one headset for calls and service quality monitoring because the PC connection may be utilised to listen to live conversations or recordings.
For high dependability and high-quality audio, the outbound sales force should incorporate a Poly VVX350 desk phone. Additionally, if you have laptops with poor specifications deployed, they can be having trouble processing real-time audio for softphones linked to the cloud. This means that not just the sales teams might benefit from having a desk phone. A Poly VVX350 can be added to increase the audio quality of phone conversations.
CUSTOMER SUCCESS/PREMIUM CSR
A premium headset that is lighter, smaller, has a distinct appearance and feel, and has more functions is a wonderful choice for those higher-ranking call centre personnel whose roles or duties necessitate it. Another excellent place to use premium headsets is with customer success teams. These teams are probably more independent and free to select where they work, which implies they're probably using a cloud-based softphone.
The EncorePro 700 is the best option in this situation; if the employee has a desk of their own, you can deploy the dedicated USB version, or if you wish to use exis
ting headsets, you may deploy the QD-based version (with a DA80).
THE RIGHT GEAR FOR THE JOB
You'll note that we haven't included the Blackwire range in here if you're familiar with
the Poly headset lineup. They are excellent headsets, but they are not designed to be used in contact centres. More information on why is provided in this infographic.
Global contact centres now face enormous uncertainties as a result of COVID-19. Nevertheless, these suggested solutions will guarantee high-quality audio with your clients wherever your staff are working, regardless of what the "next normal" of your organisation looks like.
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