VoIP

Coronavirus: How UCaaS & VoIP Help You Work Remotely

Coronavirus: How UCaaS & VoIP Help You Work Remotely 1366 644 vir3589yuhgutrhs

Coronavirus: How UCaaS & VoIP Help You Work Remotely

Coronavirus: How UCaaS & VoIP Help You Work RemotelyWhile no company wants to develop policies in reaction to fear, getting the systems in place before you need them will help answer questions from your concerned employees. More and more workers will want to tele-commute when an outbreak like Coronavirus is going around (or even during regular flu season!), and you can make the transition easily with a UCaaS or VoIP platform already in place.

Preparing Your Work from Home Process

In the case of controlling a potential outbreak, employers need to determine which employees actually need to be onsite to complete their tasks – this number may be surprisingly low. In fact, you may only need employees who maintain equipment or machinery. With video conference capabilities and all work files stored in cloud storage, many of your employees can transition to working from home with only a few tools they already own.

Tools Each Employee Needs to Work from Home

If your team already uses a VoIP or unified communications platform, many of their services will be accessed through a browser in their day-to-day work. 

The only problem would be when employees save work directly to their device. If your business only provides employees with desktop computers at their workstations, make sure they save all files through cloud storage so these can be accessed from anywhere. 

Setting up your employees for tele-commuting only requires a: 

  • Laptop with a video camera
  • Smart phone
  • High-speed internet connection

Instead of desk top computers, consider providing a laptop to employees from the beginning with a larger screen to use when onsite. All of their files will be stored on one device, and they can take home the laptop whenever necessary. Viirtue does offer a remote desktop service to access a workstation from a different device, but laptops ultimately work seamlessly for employees.

Many companies offer a bring-your-own-device program to save on costs, and some still give out a second cell phone for work calls and email content (especially those with sensitive data or intellectual property). Viirtue provides a simple app to send and receive calls from the same desk phone number through a cell phone, as well as any chat, texting, conferencing, and reporting services available at their desks. This simple tool makes any cell phone a work phone.

High-speed internet at home can be more difficult to manage, because the service level is based on your employee’s personal budget or preference. However, this problem might be solved by a wireless hotspot on a cell phone.

Ensuring Efficiency and Productivity

Business owners seem to limit the remote work option because they believe employees will not be as focused and productive when working away from the office. While this fear has been disproven, ensuring efficiency with workers scattered across the state may seem daunting.

Setting Clear Efficiency Expectations

Even when an employee works from home, you can still set clear expectations for their working hours, especially if they typically work on site:

  • Require they be available the same hours they would be in the office
  • Schedule regular video calls (daily, weekly, etc.)
  • Use chat services like Microsoft Teams to ask quick questions
  • Collaborate on documents and presentations through OneDrive and Microsoft Teams

While no employee wants to be micromanaged, this process may be new to everyone and expectations will make you all more comfortable. Over time, you’ll find that a unified communications platform makes collaboration quicker and easier, and your employees will be finishing more work with fewer distractions.

What If They’re Too Sick to Work

Then they’re too sick and will need to take an actual sick day. But in outbreaks where employees may be contagious before they even show symptoms, working from home will keep the rest of the office safe.

Of course, some employees always insist on coming to the office when they have a cold – despite the stares of disgust from their coworkers. If they have the tools to be completely productive from home, they may feel less compelled to come to the office when they’re not at their best… or their cubicle neighbor may head home to work when they hear sneezing nearby.

Practice All Year Round

Developing a work-from-home policy within a company is a necessary step forward for the modern workplace. Reports show that this flexibility leads to happier and more loyal employees who give their best to the company. So why not consider updating your policies and culture to allow for regular remote work? Unified communications has already given you the tools – and your team will stay happy and healthy well after the fear of pandemic has passed.

Proactively protect your workforce from illness (and distraction!) by calling Viirtue and learning more about how unified communication and VoIP platforms will keep your employees happier, healthier, and more productive throughout the year.

VoIP + CRM = Better Customer Service

VoIP + CRM = Better Customer Service 5692 2684 vir3589yuhgutrhs

 

From the sales team to the support team, a centralized CRM tool helps provide a better customer experience for each person who calls your business. Integrating your CRM database with your VoIP system lets you see all customer details right when they call, so you don’t have to spend time searching while speaking on the phone.

This integration contributes so much more than caller ID, and your entire business will benefit.

Centralized Customer Data

Depending on your CRM (and if the team takes good notes), when a customer calls, your call center will see the sales and call history associated with their phone number.

As a support team, this information tells you if the person has called multiple times about different (or the same) issues. Your sales team will see the customer’s purchase history and any products they’ve considered on your website to steer the customer toward the next sale.

Many support calls and chats require the customer to explain the problem to every new agent they are transferred to. This not only frustrates the customer but wastes time on the phone when agents could be serving the next person. By keeping thorough notes in your CRM, even if the customer calls back the next day or next month, they’ll be pleasantly surprised you recognize their name and their problem.

Better Call Center Data

Call center managers rely on data beyond the time it takes to answer a question and resolve an issue. They also consider the tone of the agents, and whether the customer was satisfied with the solution. Some services allow you to attach a call recording or transcription to the customer profile, which helps managers sort out conflict on problematic calls.

Attaching a call recording or transcription also gives the next agent a heads up on what to expect in the conversation if a customer calls back.

Marketing Insights

When a marketing team implements a campaign or sales funnel, combining CRM and phone call data gives a full picture of the customer experience. With proper documentation, marketers can review when in the funnel a lead called the sales teams, and with call recording or good notes, they can better advise the team on how to close the next deal.

Bringing the marketing and sales team together offers incredible value for campaigns going forward, as well. Each piece of addition data gives the teams a better understanding of their customer – hearing objections and considerations in a customer’s own words.

CRM Considerations

While the potential for data within your CRM feels endless – the data you get out is only as good as the data you put in. The sales and support teams need to be trained and continually reminded to add all the necessary information to the customer profile.

If you have a very busy call center, you might need to check out the transaction volume for your CRM service. Because each call will be searching the database for customer details, you won’t want the service to slow down when you need it.

Viirtue Integrates with Your CRM

Whether you use Salesforce or another CRM software, Viirtue integrates with many platforms to make your VoIP experience seamless. And if you think you or your clients need start utilizing their CRM to its full potential, talk to us about how this integration can save time and help more clients every day.

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