With the onset of the pandemic, Virtual Phoenix Solutions was looking for a way to gain deeper insights into their remote workforce while simultaneously providing accurate data to their clients.īy investing in Time Doctor, they could use the app’s detailed reports, screencasts, and work schedules to boost client revenue and employee productivity.Īdditionally, by relying on Time Doctor’s client login access feature, they could keep clients satisfied and loyal. How virtual phoenix solutions used Time Doctor to boost client retention and productivity Time Doctor is a feature-rich time tracking and productivity management software used by major companies, like Verizon and Ericsson, as well as by small businesses, like Thrive Market, to boost productivity and coach against unproductive habits. Learn more about Time Doctor’s powerful features.

With a time tracking tool like Time Doctor, your remote call center can generate accurate billing and payroll, manage projects easily, and improve customer care. They also help supervisors boost quality assurance, better manage workloads, and get insights into agent performance. Time tracking: Time tracking tools provide remote team members with structure, visibility, and accountability.Contact center agents can also use purchase history data to make outbound calls and follow-up calls to the right customers. Client relationship management (CRM): CRMs like Salesforce and HubSpot store customer data, such as previous customer service tickets, purchase history and chat history, which can help a customer service representative resolve customer issues quickly.Managers can also track progress on these tasks, identify bottlenecks, and inform clients of the outcome of projects.

Work and task management: Task management tools like Trello and Zoho can help call center managers assign tasks and deadlines to call center reps.

Instant messaging and video conferencing: By investing in communication and video conferencing platforms like Slack, Zoom, and Microsoft Teams, your work-from-home call center can replace informal watercooler chats with ease and foster collaboration with remote team members effectively.

Here’s are some of the types of platforms your virtual call center needs: This way, they can determine additional ways to boost productivity and keep clients in the loop. Likewise, call center managers and supervisors need tools that give them a better view of employee work habits and progress. Remote call center employees need access to the relevant virtual call center software to collaborate effectively and succeed in their remote job. Here are seven crucial lessons learned from Phoenix Virtual Solutions’ WFH call center agent experiment: Lesson 1: Invest in the right tech stack Virtual Phoenix Solutions is a 450-seat call center in the Philippines providing virtual customer service, bookkeeping and accounting, medical billing, and data entry solutions to healthcare providers, medical facilities, and management companies in the United States and Australia. 7 pivotal lessons learned from a WFH call center agent experiment In this article, we’ll highlight seven of the biggest lessons learned from a WFH call center agent experiment conducted by Phoenix Virtual Solutions. In doing so, many faced challenges, which proved to be lessons in disguise. With the onset of the pandemic, customer service BPOs like the Philippines-based Phoenix Virtual Solutions had to find ways to adapt to a remote work environment and move away from on-premise technology and in-house call center representatives. X Trustworthy Source US Bureau of Labor Statistics U.S.The COVID-19 pandemic caught many industries off guard, and the call center sector is no different.

The typical education requirement for an entry-level call center agent is a high school diploma (or equivalent).

For example, you can explain how you met a measurable goal through a previous job, volunteer work, or a challenge at school.

To set yourself apart from other candidates, go beyond being merely a 'good communicator' and give actual figures of the sales conversions, savings made, time saved, or risks reduced that you have achieved in prior roles. Being able to translate your customer service, communications and problem solving skills into a clean metric will help the hiring manager understand what you are capable of.

Call centers look for employees who are good at multi-tasking, working in a fast-paced environment, learning quickly, and meeting goals.

Relay your other strengths which would be beneficial in a call center. Convey that you’re professional and work well on a team. Emphasize your written and verbal communication skills.

Online call center agent