Enabling your contact centre agents to work effectively from home
Home » About Us » Our Approach » Supporting Customers Through COVID19 » Customer Experience and COVID19
Just as back-office personnel can work effectively from home, contact centre systems can also be configured to support agents remotely logging in from home and supporting customers by telephone or other channels. Contact centre environments often have additional challenges when remote working such as:
How Maintel can help:
Many of Maintel’s customers provide mission-critical public services in health and social care, and these organisations are seeing an increase in demand. Several of Maintel’s technology partners and Maintel’s software, Callmedia, have made offers available to support customers to temporarily uplift the number of agent licences to support this peak in demand.
How Maintel can help:
Some government modelling suggests that up to 20% of the workforce may be absent from work at any given time. Again, businesses and public service organisations will still be trying to serve their customers and service users.
How Maintel can help:
End user expectations and adoption of self-service increased rapidly in 2020 and offering effective access to information across a variety of channels will help ease the pressure on live agent resources.
How Maintel can help:
As heavily regulated environments, the monitoring of compliance against regulations and assuring that a quality experience is being consistently delivered is critical. With a large proportion – or all – of the agents working remotely, that quality is more important than ever.
How Maintel can help:
Many employees will make heavy use of mobile devices when working remotely for both inbound and outbound telephone calls and potentially using mobile data – either natively in the device or by tethering to a laptop – to support remote access where local broadband services may not be available or have enough capacity.
How Maintel can help:
For existing customers please contact your Account Manager or
ring Customer Service Desk on 0344 871 1122 and for other enquiries
Be the first to hear about our upcoming product releases, events and regular expert insights by completing the form below:
© 2023 Maintel
Cookie | Duration | Description |
---|---|---|
cookielawinfo-checkbox-analytics | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics". |
cookielawinfo-checkbox-functional | 11 months | The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional". |
cookielawinfo-checkbox-necessary | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary". |
cookielawinfo-checkbox-others | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other. |
cookielawinfo-checkbox-performance | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance". |
viewed_cookie_policy | 11 months | The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data. |