Are you planning to use WhatsApp for Business? If I may say so myself – well done! You are making the right choice as with a user base of more than 1.5 billion across 180 countries, WhatsApp is one of the most popular messaging platforms today.
WhatsApp Business gives you the opportunity to interact with your customers in a private, secure environment, allowing you to interact with them on their preferred communication channel. Moreover, while chatting on WhatsApp, businesses can be creative with their messages and use attachments and emojis to increase customer engagement.
Using WhatsApp Business to Your Advantage
1. Automated Notifications to Customers
Get started with WhatsApp and send non-promotional personalized notifications to your customers. For eg., alert them of their order status, change in flight timings, or confirmation of order booking. Using WhatsApp for notifications, you are automating the task and thus, saving agents’ time while eliminating human error and delivering top-notch customer service.
2. End-to-End Encryption for Privacy
One of the main reasons for WhatsApp’s popularity is its security and privacy. The same principle applies when you are using WhatsApp for business purposes. You need to be verified by WhatsApp to become a user. And once that’s done you can have a secure and private channel for messaging with complete end-to-end encryption.
3. Rich Media Support
Send multimedia messages – images, attachments, brochures, audio, or video file to make the conversation more engaging. Since WhatsApp supports richer formatting options, businesses can think out of the box and use bold text, italics, and stickers. etc to further enhance the messaging experience.
4. Multi-lingual Support
Interact with the customers in their preferred language. With WhatsApp supporting more than 50 languages, it provides a great opportunity for the brands to personalize the conversation. At the same time, you can also create templates for business responses to send notifications, alerts, and quick responses as a way to further use automation.
5. Monitor Performance Metrics
As a WhatsApp for business user, you can monitor and track the messages sent by the business as well as the messages received from the customers. The graphical view and dashboards make it easy to decipher the data and provide actionable insights.
Customer Engagement Made Easy with WhatsApp Business API by Ameyo
Ameyo being one of the WhatsApp partners to provide WhatsApp Business API has a lot more to offer. It’s a plug and play solution that helps organizations deliver a true omnichannel customer experience. You can initiate two-way chats, add chatbots for customer service, and even log all your WhatsApp activity by sending the data to the CRM.
That’s not all, by adding WhatsApp as a channel to Ameyo’s Omnichannel Ticketing Solution you can also create tickets for WhatsApp interactions which can then be monitored for accountability and improvement purposes. Get channel-wise reports to monitor which channel is performing best and which needs to be improved.
Getting Started with WhatsApp Business API was never this Easy!
Want to get started with WhatsApp Business API? Contact Us today!
There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO! There is no doubt that having face to face help solves the issue faster and with a higher satisfaction level – even if that is done virtually.
Video – One Piece of an Omnichannel Customer Experience
According to a PWC Report, the number of companies investing in the omnichannel experience has jumped from 20% to more than 80%. Similarly, according to Adobe, companies with the strongest omnichannel customer engagement strategies enjoy a 10% Y-O-Y growth, a 10% increase in average order value, and a 25% increase in close rates. All this data reinforces the need for brands to work towards delivering an omnichannel experience – and video as a channel is one piece of this puzzle. Using a Live video chat platform can be a way to boost customer service and support.
You can easily convert your inbound customer requests into a video call to offer live video chat and improve the overall customer support experience. For instance, when your customer service reps are having a live chat with the customer about some payment-related issue and the executive needs to verify the invoice, they can convert that chat conversation into a live video chat. By doing this, they can verify the authenticity of the document in real-time while providing the solution there and then.
Actionable insights using channel-wise reports and monitoring tools
Single view of the customer
Video Engagement for Businesses
Let’s have a look at some of the use cases of video as a communication channel.
1. Video KYC
Completing KYC is a critical step in the customer onboarding process for banking and financial institutes. Being able to do this over a video call makes a lot of sense as it reduces the costs as now organizations don’t have to send their agents in the field to complete the KYC process. With a Video KYC Solution, the organizations can increase their KYC completion by more than 90% as now, the time taken to do so is significantly reduced from days to mere minutes. Additionally, having multiple channels to followup and send timely reminders add to reducing the drop-offs.
2. Recruitment
Another sector that can benefit from the video channel are the recruitment agencies. They can conduct video interviews, onboard new recruits remotely while having a single view of all the job aspirants on a single screen. Moreover, the Live video chat platform can also help with following up with job aspirants about scheduling the interview, assessments, and/or documentation purposes.
3. Telemedicine
Scheduling an online doctor’s appointment and having a video call as a way of e-medical consultations can help the healthcare professionals cater to the patients effectively while having the complete patient history on their screens. This arrangement is particularly more useful in today’s time when the world is dealing with a pandemic and it is not advisable to venture out to hospitals unless absolutely necessary. Video conferencing can be a great tool to resolve this problem.
4. E-Counselling
Now, counseling can take various forms – one can do it for education or work prospects or can also have a psychological counseling session. Either way, the counselors can deliver one-on-one personalized consultations over a video call. They can also collect feedback, send smart reminders, etc – all of this at a reduced cost as opposed to in-person sessions.
In Conclusion
Having Video as a communication and support channel is particularly helpful when both parties cannot physically be there. For instance in case of a disaster or a pandemic like the COVID-19. In this situation when there are lockdowns and neither the people should nor want to visit the banks, shopping malls, or basically any high-density public place, this virtual assistance via a video call is a blessing to ensure the business continuity while maximizing customer satisfaction.
Amid the COVID-19 crisis, the majority of businesses are working remotely, demanding the refined process to continue customer onboarding effortlessly. RBI’s recent decision to allow Video KYC for Banks, Financial Institutions, and NBFCs is a major relief. With Video KYC, banks and FIs can onboard customers in 3 minutes while eliminating the need for a field verification agent and thus reducing the cost by up to 90%.
It not only cut costs by huge margins, but it also enabled remote onboarding, thus making it easy for banks and FIs to penetrate their ways into rural areas.
While Video KYC processes are in high demand, there are certain challenges that BFSIs, NBFCs, and E-Wallets face when adopting this customer onboarding process. As much as it is a much-needed relief during this lockdown phase, it has the following challenges:
Data Security: Banks and FIs, as they adopt video conferencing for customer onboarding, have to keep a check on the security measures like a secure video conferencing platform, data & video storage, and adherence to regulatory requirements.
With the rise in fraudulence like video manipulation, the entire responsibility of customer identification lies with the banks to ensure that there’s no data leakage and data tampering.
Fraud Detection: Now, customers can provide a pre-recorded video if the liveness check is not done properly. There has to be a sequence and type of questions that eliminate the chances of spoofing and fraudulence or fake identification. The RE officials have to ask various questions to establish that the process is seamless and end-to-end encrypted.
High Drop-offs Rates: Though the process does not take more than 3 minutes, the video call can be disconnected because of the various reasons like system error, internet fluctuation, manual hung up, and more. Once the call is dropped off, it becomes difficult to reach out to the customers for re-enrollment and KYC completion. This can lead to bad customer experience and the it might take longer for KYC completion
Adherence to RBI Video KYC Norms: As per the Video KYC RBI guidelines, Video KYCs are to be driven by an RE official and an auditor who would need training for video-based KYC. The Video KYC process will be handled by the officials that are trained for this and their activity record is required to be preserved for future records.
Monitoring KYC Accuracy: Now banks and FIs cannot complete the verification process without monitoring and managing the productivity of RE officials and Auditors. There is a constant need for monitoring key metrics like KYC completion rate, dropoff rate, and accuracy rate to make a data-driven decision.
How to choose the right Video KYC vendor and overcome these challenges?
Banks and FIs were looking for a seamless, presence-less, and paperless customer identification process for a long time and the video-customer identification process (V-CIP) has provided the hassle-free model to the money lenders.
Now, a customer can request to open their savings account online and it will only take a few minutes to complete the customer onboarding verification.
For this hassle-free process, you need a system that has the following features:
Secure & Compliant
Ameyo’s video-based KYC is 100% Video KYC RBI compliant, ensuring end-to-end encryption and reducing the chances of fraudulence. It is also ISO 27001 certified with enterprise-grade security like AES 256 Encryption, ensuring that the banks, FIs, and money lenders get maximum security. Along with that, video-based KYC allows the businesses to establish rules for identity check like:
There’s a liveness check to discard the possibilities of using pre-recorded video and the customer’s location is checked using geo-tagging to maximize the accuracy of the customer authentication.
The RE official may ask a set of questions like hand movements, pet’s name, schooling year, etc., to eliminate the human error.
Store customer’s data on the cloud server, therefore, there’s no data tampering by any internal agent or official.
Reduce Drop-offs by 20%
Now, you do not want your customers to switch to your competitors because of bad customer experience. If the video call gets disconnected due to poor internet connectivity, the call gets abandoned on ACD, or there’s a system error, you can always reschedule the call immediately to deliver an amazing experience with Ameyo’s Video KYC solution.
With an omnichannel customer engagement platform, you can easily reach out to the customers via SMS or chat to resend the video link.
Measure what Matters
Let the supervisors get a quick glance into the customizable dashboards that can help to make informed decisions.
They can get a periodical Video KYC abandoned report and keep a check on officer SLA, auditor SLA, total KYC rejected, accuracy rate to analyze the performance of the campaign.
They can then prioritize the KYC requests and automate the workflow by aligning it to the best-suited agents.
They can analyze the detailed officer’s productivity report on business-specific parameters like accuracy rate, CSAT score, and number of KYCs completed.
Cost Reduction by 90%
Eliminate the need for a field agent who would travel to different locations to complete the customer verification process. Now, you can onboard a customer in less than 3 minutes with minimum cost.
Let the RE officials onboard 18-20 customers in an hour
Reduce the traveling and documentation cost
Onboard customers from remote location online
Ease of Usability
It is as important to have an amazing in-product employee experience as it is for the customers. Ameyo’s highly flexible solution ensures to simplify the KYC process for banks and FIs.
It allows the RE officials to attach short notes with the video call recording like customer details to retain the information.
Agents/officials can dispose the calls with two-level dispositions such as “KYC completed,” “Call disconnected,” “System error,” and “KYC pending” to provide an outcome of the call.
They can engage with the customers on multiple channels and take follow-ups for KYC completion.
Automated reminders/notifications can be sent to the customers prior to the scheduled time.
Ace your Customer Experience
Customers find it very easy to open a bank account or request a sim card online. And, COVID-19 has made it very obvious that the customers are not willing to visit the stores or banks physically.
With Video KYC, you can deliver the customer experience that your customers are looking for:
Customers can raise a request to apply for a credit card and will be happily available to complete their KYC online.
Once the KYC is initiated, allow the customers to check the status of their ticket while sitting at home.
Timely reminders can be sent to customers for KYC completion through their preferred channels like SMS, call, email, chat, etc. Voice Bot reminders can also be sent automatically to remind customers of the scheduled KYC appointments.
After the completion of the verification process, you can send the credit card, sim card, and related documents at the address provided by the customer.
Accuracy of Video KYC Completion
Ameyo’s solution uses face recognition technology backed by AI to ensure maximum accuracy.
First, OSV (Original Seen & Verified) check is done by the KYC officer using OVD (Officially Valid Documents) on the video call
OVD auto extracts the customer’s details like their DOB, Address, Aadhar Card details, PAN Card details, etc. via OCR (Optical Character Recognition)
KYC Officer then does a liveness check and verify customer’s OVD to perform the accuracy check and pass it for further verification
How are you managing your remote contact center teams? Are you also struggling with issues like – infrastructure, agent productivity, security, customer outreach, operation, and agent monitoring, etc to name a few? Ameyo recently partnered with Leadsquared for a webinar on answering some of these questions and providing businesses with the best solutions to sail through this time.
Challenges with Remote Working
1. Accessibility to System
When the agents do not have access to a laptop/desktop at their home or don’t have a stable internet connection, it leads to underutilization of the remote workforce and higher operating costs.
2. Data Security
As a business, you don’t want the customer data to be misused and would like to prevent data theft. Additionally, in many verticals like BFSI where there is sensitive data, there are stringent regulations and compliance that the organizations need to adhere to.
3. Collaboration
When the call center agents are working from one location or practically sitting beside each other, seeking help with a query is much easier. However, team collaboration becomes difficult when all the agents are working from home.
4. Tracking Team Effort
With no more face to face team meetings and huddles for faster allocation of work, while keeping track of the activities of agents, one needs to find other ways to ensure the team is on the same page even when working remotely.
5. Contextual Conversations
In the usual work from office scenario, the call centre agents have access to an array of features and integrations, and systems. What about when they are working remotely? Can the same be achieved from a remote contact center setup?
6. Voice Quality
Ensuring high call quality outside of the office location without hampering the experience of the customer is crucial, irrespective of the agents working remotely. As an organization, you need to provide the best remote contact center software which allows call over WebRTC or support dual call leg to offer high call quality.
Managing Remote Operations – Benefits of Remote Contact Center
Be Remote Ready
Irrespective of the level or type of infrastructure-readiness of your agents you can ensure they are equipped to handle customer queries remotely. Ameyo’s remote contact center softwareenables the workforce to serve the customers anytime, anywhere. Having a complete call center solution on mobile allows your agents to enjoy full-stack contact center capabilities via their smartphones themselves. Additionally, with CTI integration and WebRTC, you get to enjoy high call quality with complete customer information at your disposal.
Faster Conversions
Customers like to explore options before making their final decision. For instance, before buying a healthcare policy, they will browse through multiple websites and fill forms to get the best quote. As a general insurance player, you want to be the one to engage with the prospect fastest to improve your chances of conversion even in the remote working environment. All this can be achieved with a good contact center software integrated with the right lead management system. This will ensure the lead from the website is quickly transferred to your inbound agents who can then qualify and convert the lead.
Secure Data and Quality Conversations
Secure your customer data by using number masking and storing all the call recording and customer information on the server, rather than on the agent’s system (laptop or mobile phone). Additionally, you can also push the call recordings and interaction history into your CRM to allow the agents to view them while conversing with the customers. Having historical information, the agents will be able to have contextual and personalized customer interactions and ensure first contact resolution.
Omnichannel Presence
We have been observing a digital transformation in the last couple of years. Customers are increasingly adopting alternative channels of communication with mobile messengers like WhatsApp and Facebook messenger taking a lead. Thus, having a remote contact center that allows you to be present where your customers are, helps with mapping the customer’s journey while providing the agents with a single view of the customer. The way we do interactions, the way we use channels is shifting with the user preferences. So, the businesses that haven’t transformed their strategies yet need to work on them and build a roadmap for the future.
Remote Monitoring
Drilled-down reports, live dashboards, call quality monitoring tools along real-time agent allocation are some of the features of a contact center that allow supervisors and managers to not just monitor the KPIs and operations remotely but at the same time take necessary actions as well. Additionally, the graphical view makes data consumption easier and faster along with providing the agents with self-monitoring tools as well. This data helps them track their performance and plan their activities accordingly.
In the ever changing landscape of contact centers, one thing that stands out is your relationship with your customers. With a challenging pandemic at hand, what you really need is a solution that helps you bridge the gap between your agents and customers. With a rapidly evolving healthcare crisis around the world, you need to equip your agents to work from home.
But, how?
Now, most of the agents that were tethered to their desk phones to serve the customers are looking for a solution that does not involve going to the workplace and making calls. With an effective Mobile Agent App, you can seamlessly transit to remote work, ensure business continuity, and deliver an exceptional customer experience.
Enterprise ready Contact Center in your palm
You need it, we take care of it. Ameyo’s Mobile App for Call center has all the features that you need to engage with your customers instantly. Convert your smartphone into a mini contact center and increase the productivity of your business without worrying about infrastructure readiness.
Why you need a Call Center Mobile Application?
Zero Agent Infrastructure Needed
Agents don’t have a laptop? You don’t have to worry anymore because you can now run a contact center on your smartphone with full stack enterprise grade features on your mobile phone. You can deliver top-notch customer service with enhanced voice call quality backed by WebRTC.
Your agents can handle both inbound and outbound calls without having to depend on the infrastructure bottlenecks.
Enterprise-Grade Security
Your customers trust you with their data and you cannot compromise on security breach even when the agents are working from home. We have made it simple for you to manage customer interactions while restricting screen recording and call recording features on your agents mobile phone.
You get to keep full control on agents’ activities and ensure that all interactions happen via VPN in a secured environment.
Boost Agent Productivity
Make your agents’ life easy with effective use of Mobile Agent Application. With the flexible call management features, agents can use floating call widget to quickly access customer’s call details while browsing other apps.
With agent friendly call center mobile app, they can simply click-to-dial and dispose calls from within the floating widget. Agents can also copy and paste data in the toolbar which gets further used in Ameyo.
Ameyo’s Mobile Agent Application to make businesses WFH ready:
Omnichannel Customer Support
Are your agents using multiple tools to handle customer queries coming from different channels? Going remote shouldn’t mean a siloed customer service and your agents can handle all the queries in a single frame by using the mobile agent application.
Your customers prefer WhatsApp over calls? You can easily manage each interaction over WhatsApp without compromising on other channels like web chat, voice call, and social media chat.
Identify Reasons for Low Productivity
You can create a faithful relationship with your agents while monitoring business specific KPIs and understanding the bottlenecks like unsupportive devices and low internet-connectivity.
Since the agents will be using their own device, your IT cannot keep a check on their devices remotely but you can fetch a Device & Network Management Report to identify the reasons for low productivity like:
Device reported bad call quality
User reported bad call quality
VPN disconnected
Complete CC Features Suite
Now, working remotely should not become a barrier in managing call related activities. You can allow agents to work from the comfort of their homes while they can easily manage the following:
Put the call on transfer, confer, mute, and hold
Manage after call activities like two-level call disposition and adding call summary notes
Streamline and schedule the callback requests
Self-monitor their activities like AHT, break duration, call quality etc.
Collaborate with other agents and the supervisor using internal chat
Comprehensive Remote Monitoring
It’s important to measure what matters and supervisors can monitor each call-related activity remotely in a single glance. With statistical overview of each campaign, supervisors can manage the resource allocation in real-time. Be it mobile or laptop, you get an insight into real-time monitoring:
Complete visibility of each campaign
Track SLAs to make informed decisions
Monitor KPIs like AHT, call flow, connectivity issue
Analyze agents’ performance
Collaborate with agents on a live call
While WFH has become the new normal and we transition to a new world of working remotely, your customers should never see a day of bad customer service. With Call Center Mobile Application, you get the best of both worlds, agents can work remotely and you can continue to serve customers and deliver best-in-class customer experience.
As mentioned in our recent webinar, you can become a work from home ready business in 48 hours!
How are you keeping up with the background verification and customer onboarding process in the lockdown period? With Aadhar becoming the source of identification in India, the reality for NBFCs, Fintechs, and Mobile Wallets have changed. After the supreme court discontinued the e-KYC, it became difficult for the industry to target people in remote locations and onboard customers with physical KYC.
Now, you can sit back and relax because Video KYC RBI guidelines have recently permitted the video-based KYC model for banks, NFBCs, and E-wallets to get going. This presence-less and paperless Video KYC solution for banking will help you reduce 90% costs of operations which means you do not have to invest capital for travel agents and documentation of the customers. This can be achieved in clicks online.
So, how does Video KYC work?
Video KYC is a simple process of customer onboarding and authentication which validates and verifies the customers’ background. It is an alternative to the physical KYC and digital KYC and requires customers’ consent to do online background verification.
Reducing the customer onboarding time from 5-7 days to a 3 minutes process, video KYC solution helps businesses attract more customers across the country.
In this process, an RE official is assigned to the customers, when a customer requests for Video KYC, and the two-way video call is initiated to verify the customer’s identity. The RE official will do the liveness check to ensure that the customer is not using a pre-recorded video.
Make things easy with presence-less and paperless Video KYC solution
You can significantly reduce customer onboarding drop off by 20% with Ameyo’s Video KYC solution.
Faster Customer Onboarding
Make the customer onboarding process seamless with video KYC, allowing the customers to participate in the onboarding process from the comfort of their homes. With a 100% browser-based solution, FinTechs and startups can scale their businesses and onboard customers in less than 3 minutes.
Significant Cost Reduction
Now, you don’t have to burn a hole in your pocket for the customer onboarding. Capital investment has been a challenging factor for most businesses that are planning to scale. Now, Video KYC will eliminate the need for biometric identification, physical presence of the customer, field agent travel, and documentation costs. This paves the path for businesses to retain their customers with a seamless customer onboarding process at minimal cost.
Two-Level Customer Verification
There’s no scope of fraudulence as the customer’s identity is verified by first an RE official and then an auditor. The RE official first initiates a video call with the customer, he/she authenticates the customer by matching photo ID with Aadhar Card, PAN Card, while the customer is on live call, ensuring that the customer’s documents match with the live video recording.
No More Cyber Frauds
Video-based KYC removes the possibility of cyber frauds as there is no scope of forged signatures or fake documents. The RE official does a liveness check by asking the customer to make hand movements and ensure that the customer has not given a pre-recorded video. It also allows:
Geotagging to identify customer’s location
Liveness check on the video call
Video recording saved on the server
End-to-end encryption
Redefined Customer Experience
After the COVID-19 pandemic hit, no one is ready to touch the same glass for biometric identification that has been used by multiple people. Customers can now do away with standing in long queues and wait for their turn to initiate the onboarding process. There’s no need to fill in any forms, the onboarding is done in less than 3 minutes with just a pre-requisite of internet connection.
Customers can request the Video KYC at their preferred time, keep a track of the application status, and be assured that their data is secured.
Why Ameyo is the right solution for you?
Enterprise-Grade Security: Ameyo’s Video KYC solution is 100% compliant with the latest Video KYC RBI circular issued in January 2020. It is ISO 27001 certified with enterprise-grade security like AES 256 Encryption to ensure that industries like Banks, NBFCs, and Mobile Wallets get the secured solution for their businesses and customers. Ease of Campaign Management: You can easily manage your KYC campaigns with Ameyo’s omnichannel capabilities of scheduling and reminding customers to complete their KYC. Send automated alerts like voice blasts to notify customers prior to the scheduled time.
Your verification officer/auditor can easily manage the campaign using extensive monitoring dashboards. All the KYC requests reflect in the auditor’s dashboard and with Ameyo’s AI algorithm, these requests can be prioritized for HNI customers. Accuracy of Video KYC Completion:
Ameyo’s solution uses face recognition technology backed by AI to ensure maximum accuracy.
First, OSV (Original Seen & Verified) check is done by the KYC officer using OVD (Officially Valid Documents) on the video call
OVD auto extracts the customer’s details like their DOB, Address, Aadhar Card details, PAN Card details, etc. via OCR (Optical Character Recognition)
KYC Officer then does a liveness check and verify customer’s OVD to perform the accuracy check and pass it for further verification
In a Nutshell
Video-based KYC solution will help businesses reduce their costs and onboard customers faster than ever. The recent pandemic has forced the industries to work from home and video KYC is just the right solution for businesses to become Video KYC RBI regulatory compliant and onboard customers remotely without compromising on their business continuity while working remotely.
What seemed an impossible thing a few months ago has become a reality of today. Most businesses, individuals, and organizations are hard hit by COVID-19 and are looking for a contingency plan. The recent change of events has caused disruption to most businesses and the contact center industry is hit the hardest.
But, when the industry is challenged, innovation is birthed with a quick turnaround. That’s where the Work from Home solution has stepped in and paved a path for businesses to go remote. Now, fast deployment still remains a challenge, and here’s what you need to know to create a future-ready contact center.
Equip Agents with Right Tools
And what are they? While the companies are training virtual call center agents to become work at home ready, they need to ensure that the agents have the right tools and proficiency to use them. Depending on your business type, your agents might need:
Laptop and Headsets
Smartphone
Feature phone
Ensure Data Security for Customers
Now, customers will continue to look for answers, more so, in a panicked situation like this. How do you ensure that all your customers’ data is secured? With VPN access, ensure a secured environment and you can eliminate the risk of security breaches.
Deliver Customer Service like Never Before
You can delight your customers even without a laptop or smartphone. Get the agents onboard with feature phones that serve with all the call center functionalities like Transfer, Mute, Confer, and Hold. While your agents are handling the customer queries as business as usual, the supervisors can monitor these calls as all the calls are recorded on the server.
Monitor the Agents Performance
Work from home has become the new normal and businesses need to monitor the performance of each agent to align it with their business goals. It is very simple, supervisors can download the calls, monitor SLA breach, check average handling time, monitor each campaign in a quick glance.
Supervisors can monitor and provide feedback against each call to ensure that agents can work on continuous improvement.
Work from Home Solutions for your Business
To overcome the infrastructure challenges, you need these immediate work from home solutions:
Smartphone Only Solution
Is your remote contact center infrastructure ready? You don’t have to look any further because now you can convert your smartphone into a mini contact center. The mobile agent app allows the agents to handle all calling operations on their smartphones. The full-scale mobile call center solution has all the features that you need to run a contact center. It enables your agents to:
Receive inbound calls, make manual outbound calls
Handle calls using a predictive dialer
Get caller information with CTI pop-up
Confer, transfer, mute, and hold the call when needed
Dispose calls and add notes as call summary
Laptop Only Solution
You can run a contact center smoothly with a laptop and internet connection. You can just set up a corporate VPN and ensure that all the communications with the customers happen via VPN in a secured environment without having to compromise on customers’ data security. It provides full-scale contact center features.
Secure VPN access
High call quality with WebRTC
Comprehensive remote monitoring
Complete call details (notes, disposition)
Call recording on the server
Feature Phone Only
Agents don’t have laptops, smartphones, and even a stable internet connection? Worry no more, you can still run your mini contact center on your agents’ feature phone. Let your agents using an IVR solution, using specific credentials assigned to each agent. This will ensure that they are available to take calls on their feature phone and hence can handle inbound and outbound calls on the basis of their skills.
100% call recording on the server
Portable agent workbench
Remote monitoring for supervisors
The times can be uncertain, but you can be prepared with a business continuity plan using a virtual call center solution. Your customers’ faith resides in your brand and if you know how to deliver quality customer service in testing times like this pandemic, you have mastered the art of a wow customer experience. With the ever-emerging needs of the customer, Ameyo has launched its 6 unique work from home solutions to ensure that your business grows exponentially.
There is a lot of uncertainty in the world today due to the COVID-19 (Coronavirus) pandemic. Businesses were forced into lockdown and it became chaotic for the world to set up a remote contact center instantly. With the lockdown imposition, agents were restricted to working from home and as faced by many businesses, infrastructural preparedness has been a challenge amongst others.
With the onset of WFH solutions, businesses have started to see an improvement in the growth curve along with some cost savings, realizing the benefits of remote contact center solutions. But, how to choose the right remote working solution for your business and manage business operations like business as usual?
Well, you are in the right place. Today, we will be discussing some of the factors that you should keep in mind while opting for a remote call center software.
Choose the right Remote CC as per your Business Size
Based on the size of their business – whether a startup, mid-sized, or an enterprise, organizations have different ways of doing a cost-benefit analysis.
Small businesses or startups operate on small-term goals where they look for solutions that have lesser initial cost with maximum gains while being easy to use. So, for them, it makes sense to go for a cloud contact center solution with a subscription-based payment option i.e. pay for only what you use.
On the next level are the mid-sized organizations. For them, scalability and ease of use become an important parameter for making the decision. Remote working solutions that allow them to offer autonomy and accountability while ensuring great customer experience is the most suitable solution.
Things are slightly different when we talk about large scale enterprises. Customization, flexibility, and a feature-rich remote contact center solution that offers high-level security options is the one that makes the most sense for these organizations.
Infrastructure for Agents Working Remotely
Agents are the building blocks of a contact center. Thus, it is imperative to consider the infrastructure available to them while working from home. Every agent will not have access to the same level of internet speed and bandwidth, not all agents might have a laptop available to them. As an organization, you need to be mindful of these differences. Based on the infrastructure available at the Virtual Call Center Agents’ end, you can opt for a mobile call center solution (when smartphones are available) or manage your customer interactions over PSTN / WebRTC as per your vendor. Make the decision that is in the best interest of your business as well as the workforce.
The agents get the flexibility to log in from any place, any device, any browser, and any environment, providing them with an opportunity to work at their pace while they handle the customer queries with ease.
Scalability, Reliability, & Flexibility for your Business
Choose a remote contact center that is quick to deploy, saving you time to go live in no time. Setting up a contact center that takes a toll on your IT department with the hardware and software requirements, but with the right remote contact center, you can do away with all the hassle and your business can start to function within days.
With a remote contact center, you should be able to scale your business and ensure maximum security while the data is stored on the server, eliminating the need for data theft and data loss. Ensuring that business does not compromise on business continuity because of an unprecedented challenge and functions seamlessly.
Ability to Effectively Monitor Remote Agents, Devices, and Environment
Virtual call center agents need the same productivity goals as they do in the physical office. To onboard, train, and monitor agents remotely, it is essential for businesses to have comprehensive remote monitoring tools that allow them to measure the performance of each agent along with the KPIs that are business-specific.
A remote contact center solution should provide the same monitoring capabilities as a facility-based contact center. To establish remote governance, you will need Application Infrastructure Management (AIM) to run the remote contact center operations while also maintaining a high-trust environment.
Integration with Leading Applications
Last, but definitely not the least is the out-of-the-box call center integrations that are available. Whether it’s your existing order management or inventory systems in case of e-commerce or appointment booking tools as used in the healthcare industries, for a remote contact center to run smoothly, it needs to be able to integrate well with the existing technology. These CRM and CTI integrations, helpdesk, and ticketing integrations should allow your customer service agents to get a holistic view of the customer and thus, improve conversion rates and the overall customer experience.
In A Nutshell
In addition to the above-mentioned factors, you need to remember that contact centers exist to provide viable solutions to the customers’ pain points. Your remote working solution should ensure that the solution you choose should be agent-friendly so that agents can meet your customers’ requirements effortlessly.
Additionally, it should allow the supervisors to track business-specific metrics and make well-informed decisions for the business. They should be present as the managers for their agents to provide on-call assistance, ensuring a high level of customer satisfaction rate.
COVID-19 (Coronavirus) has created a lot of uncertainty in the world – in terms of personal challenges along with impacting the global economy. Governments across the globe have issued advisories and taken many steps to mitigate the situation. May countries are put under complete lockdown with businesses ensuring their employees work from home.
While this is an unprecedented situation that the world is facing today, we at Ameyo are continuously trying to navigate the waters and help our customers and prospects achieve business continuity. In our endeavor to do so, Ameyo has launched some immediate work from home solutionsto help enterprises go remote faster.
We are happy to announce that in the last couple of weeks itself, 50+ Enterprises and more than 10,000 agents have gone remote using Ameyo’s WFH offerings.
Some of the common challenges that we observed in our deployments and their solutions are:
Agents Don’t Have Laptops or Desktop?
Ameyo Mobile Agent Application which is available on Android transforms your agent’s smartphone into an enterprise-level contact center with complete telephony features. The agent can self-monitor their performance to know the number of calls they have handled, break duration, average call handling time, etc. They can also add notes to a conversation and dispose of the call from the mobile app itself.
What about Viewing Customer Data?
Ameyo Remote Call Center Solution offers integration with CRM and other third-party systems by pushing the customer data to the CRM via the server. Additionally, with CTI integration, the agents can view the customer details by getting a CTI popup whenever they receive or make calls.
Poor Call Quality in Dispersed Locations?
When your agents are spread across various locations, they no longer have access to the same level of infrastructure as they have at their workplace. Ameyo’s solution backed by the WebRTC easily takes care of the issue and ensures high-quality conversations.
How to Remotely Monitor the KPIs
Ameyo offers comprehensive reporting and monitoring tools to allow the supervisors to keep an eye on the call center metrics and SLAs. Dashboards for real-time monitoring of calls with the option to snoop and barge any ongoing call – the supervisor can do it all. Additionally, she/he can also get hourly or daily reports for further analysis.
How to Maintain Data Security?
Ameyo ensures that none of the call logs or customer data is being stored on the agent’s system – mobile or laptop. All the call recordings, notes, call dispositions are stored on the server. Thus, once the agent is done with a call, she/he can no longer access the customer information.
Ameyo WFH Solutions for Industries
Ameyo has deployed industry-leading contact center solutions for enterprises in various industrial sectors – ranging from healthcare to banks and financial institutions to the e-commerce and education sector, to name a few with the aim to help them keep their operations up and running despite the current situation.
Get your customer service and support executives to serve your customers from anywhere and anytime with Ameyo’s innovative and flexible remote contact solutions backed by our more than 15 years of experience in successfully helping our customers create happy CX memories.
In my previous blog (read: how to get your agents work from ready), I talked about how infrastructure readiness on the agent’s part plays an important role in deciding the call center solution that the business opts for during the COVID-19 pandemic. Today we will talk about one such case where the call center agents while working from home have only a feature phone or a landline available to them. No laptops, no smartphones, and no/limited internet access.
Handle Your Contact Center Interactions over an IVR
Ameyo has a solution to your agent infrastructure woes – The Ameyo Phone Agent Solution. Just because your agents do not have a smartphone or a laptop does not mean they cannot still very much manage your customer queries. They can receive inbound calls by logging into the contact center using an IVR.
#1. Inbound and Outbound Calling
Call centre agents are enabled to handle both the inbound and outbound calls using the IVR itself. Once the agents log into the contact center, they will be receiving inbound customer calls along with the making outbound calls based on the campaign that they are currently logged into.
#2. Dialers
Call center managers can upload a lead list and automate the outbound dialing using a predictive dialer. Having a dialer makes the outbound process a lot smoother and efficient by significantly reducing the need for the agent to manually dial the numbers.
#3. Agent Presence Management
Agents have multiple options like ‘available’, ‘break’, ‘prayer’, ‘training, etc to mark their availability to receive calls. You can also configure these options based on your business requirements.
#4. Complete Call Recordings
Call center supervisors can access all the call activities such as call logs, agent notes, call dispositions which are stored on the server. This implies that none of the customer data or call recordings are stored on the agent’s handset – ensuring data security.
#5. Remote Monitoring by Supervisors
Supervisors can easily perform contact level monitoring and also hear the call recordings to monitor the quality of the conversations and the overall performance of the agents too. This data can, later on, be used for quality and training purposes also.
The Workings of Ameyo Phone Agent
Agent logging into the contact center using an IVR System sounds great but the big question remains – how will this work? Below are some steps to help you understand the process.
Step 1: Agent Registration
The agent will dial the server DID number as provided by Ameyo using their feature phone
Step 2: IVR
IVR will prompt the agent to enter her or his assigned login credentials
Step 3: Entering Login Credentials
The agent will punch in the assigned unique login username and password via DTMF input
Step 4: Log into the Contact Center
Once the agent enters the credential she/he will log into the contact center and mark themselves “available” to take calls
Step 5: Receive Calls
Now, the agent is available and ready to receive inbound calls
That’s not all, as already mentioned, the Ameyo Phone Agent not only lets your agents receive inbound calls but they can also make outbound calls. So the agent would actually call an IVR number to enter the outbound campaign and then punch in the outbound number to be called and then that number would be dialed out. Additionally, supervisors can also use predictive dialing for outbound calls.
The bottom line is that the customer experience should not suffer while overcoming the infrastructural challenges at the agent’s end.
If you are facing similar challenges and looking to go remote within hours Talk to Our Experts today!
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