How is the teleworking of a customer service organized?

We are writing this article at a time of an unprecedented event that is hitting the whole world: the Covid-19 health crisis. Total containment requires companies to completely rethink the way they work. In addition to those considered as Vital Interest Operators (OIV), the lucky ones were able to fully continue their activity, thus putting all their employees into teleworking. Others, on the contrary, are in total stoppage of activity (technical unemployment). Finally, some can partially continue their activity retaining part of their payroll in teleworking Albania Email List and the other part in partial unemployment. Today we are going to take a look at everything involved in the transition to widespread teleworking for companies.

When calling for confinement, our priority at Force Plus was to ensure the safety of all our employees, while continuing as best as possible our activity at the service of our customers. As you know, our core business is improving the customer experience. Our expertise, therefore, extends from customer relationship management / after-sales service to the optimization of commercial prospecting, including lead management, relaunching of offers, generation of qualified appointments for salespeople, etc. . The following question then arises: what tools should be put in place to organize the teleworking of customer service such as Force Plus?

 

Access your corporate network even when working from home

A VPN is a virtual private network, which allows you to create a remote link between two computers. It thus enables teleworking employees to have access, from home to all the files located on their professional computer or the company’s local network. It is strongly recommended to use a VPN while working from home as it allows employees to share/exchange sensitive data directly via the local network. The VPN creates a tunnel that protects the data passing through it by encrypting it and therefore making it unreadable from the outside.

A VPN is not the only alternative, but one of the easiest to set up with a good level of security. At Force Plus, we use the Sophos VPN solution, the offering that suits our business size and needs. We advise you to find the most suitable offer for your activity, each need being unique.

 

The web software required for teleworking a customer service

As part of Force Plus’s activity, we use tools such as a CRM, a marketing automation tool, social networks, a CMS, etc. To use all of these tools, two options exist Access to applications hosted on a local server> access via a VPN. At Force Plus, this situation arises for our CRM (yellow box). This solution is the most suitable for our equipment in this specific case, compared to previous choices. Access to full web applications> access via the classic internet connection. In the case of Force Plus, we use our marketing automation software ( Webmecanik ) and our CMS ( WordPress ) in full-web. Thanks to the HTTPS protocol, the connection remains perfectly secure.

Organize the teleworking of customer service As one can imagine, one cannot carry out a call-center activity without telephony. How did we organize at Force Plus this crucial point in teleworking? Let’s first come back to the technology used before the Covid-19 crisis. We used fixed IP phones internally, with each phone assigned to a workstation. Keeping hardphone technology in each of our employees was too restrictive from a logistical point of view and could pose performance and safety problems. We, therefore, opted for an IP telephony solution with a softphone.

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