In the face of global concerns over the COVID-19 (coronavirus) pandemic, we want to assure you that our team is committed to helping you through this difficult time. Strong internal and external communication is critical for every business right now, and we have many tools you need to keep your team connected when remote, get calls into the right hands quickly, and to stay on top of your customer communications and marketing efforts.
In this post, we’ve laid out some of the provisions we’ve made internally as well as resources for your team to prepare your employees using CallTrackingMetrics.
We’re going remote for the time being
Like many businesses, we’re taking strides to protect the health and welfare of our employees and our community and therefore encouraging our employees to work from home. We’ve been well-prepared for the possibility of transitioning to remote work full-time for several weeks if needed, and our staff are fully-equipped to provide the same level of support and resources to your business during this time.
Take comfort knowing that our platform was built with redundancy and business continuity in mind, with 99.95% call uptime and reliable cloud-based servers. You should not experience any disruption to your calls or service, though our team will be continually monitoring and will provide any updates as necessary.
As a reminder, our support hours are Monday-Thursday from 7:30-7:30 ET and Friday from 7:30-5:30 ET. You can contact support via live chat, phone (800 577 1872), or by submitting a ticket in our portal. Our Help Center is also a valuable resource to get answers to any questions you may have. If you simply don’t have the bandwidth right now to set up some of our remote-friendly tools, our Professional Services team is here to help. We can configure your account to get you up and running quickly with adjusted routing or schedules or anything else you may need.
How to prepare your team for 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. If you are not already set up with the softphone, you can view these instructions for further information.
Additional resources to explore:
- Setting up voicemail in the event of any missed calls or call forwarding to ensure calls get to the right person
- Creating and applying schedules for your team to manage calls within certain hours
- Creating a basic call queue or smart routing for routing your calls to specific people or teams
- Set up email or text notifications for any missed calls or voicemails
- Use internal chat to allow employees to chat with each other within CTM
For many employees, this may be their first time working from home for an extended period of time. If you haven’t already, consider enabling video conferencing tools such as Zoom, Google Hangouts, or GoToMeeting to make it easy for multiple team members to meet easily from anywhere and increase communication with management. Getting that face time helps promote collaboration and connection, increases motivation, and ensures things don’t get lost in translation as they might on text or email. Making sure everyone has the resources they need, including a headset or an extra monitor if applicable, will also help the transition go as smoothly as possible.
Monitor team performance from afar
As a manager, one of your first concerns is likely making sure your customers receive the same level of support even from remote employees. Using CTM’s tools and reporting, you can continue to monitor call performance to ensure quality is being met and calls are being answered in a timely manner.
Our Real-Time Agent Reports let you view what your agents are doing throughout the workday in real time. You’ll see who’s active, who’s on break, who’s taking chats versus phone calls, and more. This will be helpful for your team as well to communicate when they’re taking a lunch break or in a meeting, and so you can adjust your call load in a way that supports their efforts and establishes clear boundaries and expectations for how time is used.
Keep an eye on the quality and content of your calls using our conversation intelligence tools. Monitor what words your customers are saying with keyword spotting and live listen to calls to help your agents succeed. You can also listen to call recordings retroactively or view call transcriptions to keep on top of what your agents are communicating to customers.
Stay in touch with customers
Now’s the time to amp up your service and communication efforts and provide additional resources for customers who may have many questions. Consider opening up additional channels so that customers can communicate with you in their preferred method, whether that’s by phone, email, text messaging, a form submission, or live chat. Automate appointment reminders to clients or broaden your reach to more people with bulk SMS/MMS text messaging to announce openings or closures, changes to your hours, etc.
Watch On-Demand Training: Texting Automation
We’re in this together as we work through this challenging time. If you need any assistance with these tools or have questions for our team, please don’t hesitate to contact us via phone, email, or live chat.