The
enterprise-grade mobile agent app offers seamless user experience to reduce
call handling time further by 20-25%
The Coronavirus has shaken up the
entire service industry as the ongoing lockdown from Mumbai to Manila has daunted even the mightiest of
global firms. The Call Centre & the BPO’s are especially facing the heat as
they never expected a situation where everything will come to a halt. In such a
scenario, the work-from-home contact center is the only viable option.
To enable contact centers to operate
remotely, the government of India
has extended the relaxed
connectivity norms for work from home till July 31.
Work-from-home contact center solutions
require a radical shift from legacy solutions as follows:
● Establishing
Governance in Operations and IT: With remote teams, uncontrolled infrastructure
- problem identification is needed to monitor and diagnose the root cause
for resolution
● Ensuring
Data Security: BYOD brings in security-related challenges especially when you
are dealing with customers data
● Providing
Superior Call Quality (example WhatsApp):
Organization need to ensure the quality of calls even on low network
connectivity
● Flexible
Deployment Models like Cloud, Hybrid, or On-premise
● Shorter
Implementation Time to minimize customer service disruptions
Considering the demand & need for a
viable solution, Ameyo, an Omnichannel Customer Engagement
Technology provider, came up with their innovative WFH solutions that enable
firms to run secure enterprise-grade contact centers within a Mobile
application.
Big firms like Hero Housing
Finance, HDFC ERGO General Insurance, Shriram Life Insurance, Edelweiss, Aegon
Life Insurance, BankBazaar, BYJU’S, DishTV, and many other firms are
using Ameyo’s software solutions to meet their operational requirements. For
instance, BYJU’s moved 7,000+ agents to WFH using a combination of Ameyo’s VPN
& Mobile App solutions to address their use cases of new acquisition and
customer service. HDFC has also moved over 7,000+ agents to WFH while
BankBazaar has reduced customer handling time by 50% using Ameyo’s contact
center solutions.
Ameyo is offering WFH solutions in
three categories i.e Ameyo Mobile Agent App (For
Smartphones), Ameyo Phone Agent (For Feature Phones),
and Laptop based Call
Center Solution via VPN
Support. Their phone applications, especially, have enabled firms to
overcome the dependency on laptops, and these applications also support both 4G
& GSM network connectivity which is a big plus for carrying out operations
in remote areas.
The enterprise-grade secured app
supports productivity enhancement features like team collaboration, floating
call widgets along with an easy to use responsive interface which reduces call
handling time further by 20-25%. It even allows Supervisors to snoop, barge, or
get into conference calls with agents just like they used to do in a normal
working scenario.
The platform also prevents agents from
recording the calls or taking screenshots and provides in-depth reporting
across 15 parameters for the IT team to diagnose the root cause of bad quality
calls. The app also enables omnichannel support for agents to respond to
customer queries over email, call, and chat (webchat & WhatsApp).