By Laura Waterton
Cloud-based Unified Communications services (UCaaS) like Microsoft Teams experienced a dramatic surge in uptake. In fact, largely thanks to them, we've surprised ourselves with just how quickly and how well we could adapt to being a dispersed workforce.
The pandemic aside, the upsides of working from home certainly fit the 21st century agenda, allowing a flexibility that suits family life and a 24/7 global marketplace, plus the economic and environmental benefits of reduced travel, and (somewhat ruefully) the fact we'll never having to missing work again because of a snow day.
But even with collaboration and communication falling into place, there frequently remains an uncomfortable grey area of compromise around compliance and performance management in the name of business continuity.
With the realization that homeworking is here to stay and with challenging economic times ahead, organizations now need to re-evaluate resources to improve performance, minimize risk and nurture customer experience.
Just this month, the Financial Conduct Authority (FCA) told UK banks they must be recording all their home worker calls, signaling an end to the period of leeway introduced last March.*
In other words, it’s time to up your game.
Invest in performance
Clarify recording works on a range of platforms to monitor activity across a highly distributed team. Managers can drill down on teams, individuals, and calls to see how conversations are handled. They can then work with call-handlers to improve call tactics, using recordings as examples of best practice. Speech analytics automates the evaluation process to a great extent, picking up on key words and sentiment, and fast-tracking trending information around products, services and customer satisfaction.
Take the stress out of risk management
Homeworking can expose your organization to an increased level of risk, especially when it comes to compliance. Recording conversations is obligatory for some organizations, and for many others remains an essential tool for mitigating concerns such as dispute resolution and adherence to policy. Card payments taken over the phone are a particular cause for concern, which is where a payment portal like PaymentAssist that prevents credit card details being scribbled on pieces of paper helps protect everyone’s interests.
Capture communications across a range of channels
As UCaaS like Microsoft Teams becomes common place, often replacing traditional telephony and email communication, legacy recording solutions are no longer able to capture all the conversations that matter. Clarify’s ability to record Microsoft Teams audio, video, screen sharing and chat alongside traditional phone calls ensures you’re always covered.
Stay on top of call activity and customer service
Whilst formal contact center set-ups are used to tracking call traffic, response times and agent performance, if your customer service infrastructure is more informal it’s a whole new ball game. You may find you suddenly need a way to manage the phones once the team is dispersed, particularly if your knowledge workers double up as your call handlers. A reporting tool, such as Evolve or ReportX, will help you keep an eye on staff activity, performance and incoming traffic. It can help you respond quickly and easily to a sudden surge in calls by bringing more people online or reallocating them tasks elsewhere during quiet times.
For more information on how Oak products can support home-working, contact Sales@oakinnovate.com