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Staying connected to your remote staff

In recent times, many contact centres have moved to flexible working schemes, especially since the pandemic. To make these arrangements possible, businesses need to be supported by the right technology. We have compiled a checklist to ensure that employers can support their workers whilst away from the office.

If you’re looking to cut to the chase and want to get set up with the tools that you need to have your team working from home, get in touch. Head to our contact page or call us on 03333 212 707.

Softphone functionality

Ensuring your team can work as well from home as they can in the office is always a good idea. In the office, you’ll have all the tools that you need to communicate efficiently with your customers and your team. When working from home, this isn’t always the case.

Your phone system is the best place to start when making improvements. Our cloud phone systems allow your staff to access the same customer address books and instant messaging services as they would at the office. 

Instead of taking handsets home with you, cloud systems allow you to install softphones on company devices. A softphone is an app that allows you to handlecalls directly from a device of your choice. These kinds of tools are particularly useful because they can run alongsideyour other work apps, so that you don’t need to switch devices when handling calls.

Unified communications

The best way to support your team away from the office is to stay connected. How do you stay connected? By unifying your communications. 

Unified communications means integrating all of your methods of communication into one place. This means your voice and video calls, instant messaging and CRM data can all be accessed in one application. This way, your team will be able to access all of your contact databases, shared information and data from one place. MS Teams and our own iPECS ONE platform are both good examples of unified communications apps.

Collaboration becomes much easier when you have all your communication tools in one place. Staff can essentially do everything that they can usually do in the office, but from a home setup. You’ll be able to access all your work data in real-time. 

Chrome can bring all your comms software under one roof. We can help you from migration, to set up and will be on hand whenever you need assistance. We understand that managing your work telecoms can require a lot of work and we aim to relieve the pressure. 

CRM integration

Handling client calls from anywhere is made quicker and easier through customer relationship management (CRM) integration. CRM integration means having your customer databases working in unison with your calling system. With this comes many features that speed up your workflow and productivity:

  • You can set up your CRM so that your customers’ details appear on-screen when they call into your phone system. This means that you will be able to tend to their matter straight off the bat, and potentially resolve their query in half the time.
  • Click-to-call is a feature of CRM integration that allows you to make a call directly through the app. So once you have a customers details, you can easily get in touch.

These two outbound and inbound call features make contacting your customers significantly easier and faster. The iPECS ONE calling software Chrome provides, integrates with pretty much any CRM software. Head to our Integration & Analytics page for more information.

Scheduling routine catch-up calls

A successful remote working policy is backed up by healthy routines. Remote working can be tough without the proper support. It’s important to ensure that you are able to check in with their managers properly when they need to. Scheduling routine catch-ups with your team is a great way to keep them motivated and on the same page.  

It’s recommended to use video conferencing for these kinds of calls. Video calls are more personal and engaging. Using a unified communications app to host these calls, provides a quick and easy way to ensure attendance.

As long as staff have a reliable internet connection, they can jump on and contribute.

It’s a small change that can make a big difference. A daily morning call with your team will ensure that everyone is on the same page and knows what they are doing.

Analytics and measuring performance

Analysing performance is also an important factor to consider for supporting your remote workers. Call analytics serves to allow employers to easily find key points of improvement. You can also monitor your calls in real-time and gain better understanding with regularreports.

Chrome can make it easy with iPECS Analytics. iPECS Analytics uses features such as summary reports, real-time monitoring through, live wallboards, call response analysis and instant notifications to allow users to analyse their call performances.

With all of these tools, you’ll be able to properly support your staff whilst they are working remotely. If you need help migrating to a flexible working solution, Chrome can help. You can speak to a member of the team by heading to our contact page or give us a call on 03333 212 707.

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