As the COVID-19 coronavirus outbreak continues to spread around the globe, organizations everywhere are implementing precautions to ensure the safety of individuals and their employees. One of the first measures many businesses take is to encourage employees to work from home whenever possible. CallTrackingMetrics offers a number of tools that can make this transition easier for your team if you are not already set up to accommodate remote work.
Our web-based phone system allows you and your team to answer and manage calls from anywhere — all you need is an internet connection and a headset. Conveniently receive and make phone calls from your computer with all the telephony features you are used to using, such as hold, mute, conference, and transfer. Agents can switch between accepting calls on the softphone, their mobile phone, and any landlines they may use.
As a manager, you can also continue to monitor call performance via the call log for your remote employees to ensure quality is being met and calls are being answered in a timely manner. If you are not already set up with the softphone, you can view these instructions for further information.
Flexible call routing
As team members transition to working from home, you may need to adjust your call routing to cell phones or other landlines. Build simple rules to ensure your callers are routed properly even when working conditions have changed. You can use Smart Routing to route calls to specific teams, like sales or support, or employ Sticky Routing so that callers automatically go to the last person they spoke with, ensuring continuity of conversations and providing a better support experience.
For basic call forwarding, you can update the receiving number(s) in your account using these steps. Or, for more sophisticated Smart Routing based on conditions like caller ID, location, and more, view these instructions.
Stay on top of call activity, even when away from your desk, using our mobile app (available for both iPhone and Android) or by visiting your CallTrackingMetrics account on your mobile device. You can also take advantage of email and text notifications so that you’ll know within moments if you have a missed call or a new voicemail message.
Chat with your team within CTM
Don’t miss out on valuable team interactions just because you’re working from home. If you’ve enabled live chat on CallTrackingMetrics and own user licenses, then you can empower those agents to chat with one another without leaving the platform. This is a great resource to easily share information between agents, such as if you need to transfer a call to another team member and want to provide some context to that individual before doing so. Read more about internal chat set-up here.