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BPO upgrades to home agent friendly configuration

Published on May 04, 2020 at 1:23 pm in Contact Center

BPOs like all other business, had to reinvent themselves to deal with the COVID-19 pandemic and global economic crisis overnight. Millions of people are now working from home, yet everyone is still able to do just about anything. We have access to our banks, our credit cards, we can still buy just about any item online. And to do the majority of these things, we need support which we get from the companies contact centers.

BPOs own a large number of these companies contact centers, but like everyone else, saw themselves dealing with the difficulties of having their workforce working from home and the implications that came with this unknown territory.

This BPO had just implemented Altitude Xperience for a few months when COVID -19 crisis emerged. It had 200 agents that needed to be moved to home working in record time after the WHO declared this crisis a pandemic.

The contingency plan, implemented in one weekend, was contemplated the following:

  • Upgrade of their vBox PBX infrastructure to a WebRTC capable one
  • Migration of the campaign scripts to uAgentWeb, allowing agents to work remotely without the need for a VPN connection.

Home agents for the BPO

However, they were very concerned about how agents would cope with this change and whether they would be able to keep the performance. All agents are able to handle both voice and business data, just as if they were on site, using only a web browser.

There hasn’t been any service disruption, as agents have started to connect from their computer at home and work in the same familiar way and using the same applications they did when they worked at the contact center.

Keep reading to find out about how other companies successfully reinvented themselves, with the help of their contact center technology, to give customers the best service.

Would you like to be know more about this success case?

Let’s talk!

 

Celia Cerdeira

Celia Cerdeira

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