COVID has helped many job seekers and employers alike see the benefits of remote work. If you are one of the many job seekers looking to remain remote post-pandemic, then you likely will need to update your home office. This is especially true if you wish to work in the call center or customer service industry. Setting up a remote call center includes a variety of equipment and technology. The list of requirements for your employer may vary. This is why you must check to see exactly what is required for your specific role.
What You Should Have to Start Your Remote Call Center Job
Call Center Hardware
On a basic level, you need a computer, headset, and stable internet connection to create a work from home call center office. Your computer should be an employer-issued laptop or Chromebook, complete with a built-in webcam, to be used exclusively for work and dialing. Your headset needs to include a dialer system with echo-cancellation built into the microphone for the highest call quality. The software must be a web-supported software as a system (SaaS) dialer platform. The browser-based dialer requires multiple outbound dialing modes, prioritization for inbound dialing, and built-in dynamic scripting. A wired ethernet connection is necessary to provide a strong internet connection. When looking for a job be sure to ask your potential employer if they provide these tools or if you must acquire them on your own. Most employer will provide these to you prior to your start date.
Clear paths for your workflows and communication methods are essential. For instance, you need a remote communication plan for handling call escalations. This determines whether an escalation should be taken as a call back or should be transferred to the supervisor. It should include what to do if the supervisor is unavailable. Also, instant messaging is best for individual or small group communication throughout the day. Additionally, email should be used to share high-level communication. For calls you need to make sure not to run into any audio issues. Tools that can help with this include the previously mentioned headset as well as stable internet connection.
Your time and productivity need to be monitored and reported in real time. This may include a dialer system that shows in real time whether you are on a dead call, on not-ready or pause, on an active call, or are available. Your abandonment rates, whether you are dropping calls, your speed dial, and whether you are running out of data must be monitored and reported as well. Make sure that you have or that the company provides you with all the tools you need to be successful. Most have processes in place but always ask questions to be sure.
Quality Assurance Monitoring and Scoring Software
The quality of your calls will likely be evaluated. This includes whether you stay on script and if follow compliance regulations for the state you are dialing. Also, they will monitor to make sure you are being respectful with customers. Dynamic scripting and state filters are used for a customized sales approach in a region and to comply with state and city regulations. Often times a company will have software to do this however if they don’t bring it up, you should be sure to ask about it.
Your performance must be tracked, analyzed, and reported on to uncover trends over a set time period. This provides insight into how you spend your time, how you perform on calls, and how your lists are converting. The company you work for will likely provide software to help with this tracking. If they do not, then ask if there is anything you need to download.
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