Contact Center Business Continuity
COVID-19 has challenged customer service teams with implementing solutions that sustain contact center business continuity. As lockdowns and stay at home orders have rolled out over coronavirus concerns, contact centers are adapting to a work from home model. The CMI Group has deployed secure cloud-based technology to our robust remote agent workforce continuing contact center operations throughout the outbreak without service interruption.
The CMI Group is prepared to offer support to your customer service team during these exceptionally challenging times. Providing considerable cost-containment, our contact center business continuity solution offers a fast ramp and unmatched agility to match your changing business needs.
The CMI Group is known for delivering a first-class customer experience. A key component in our success is the quality and experience of our customer support representatives. We hire seasoned professionals with contact center experience. Additionally, our agents are encompassed in CMI’s Employee Stock Ownership Plan (ESOP) and as employee owners have a vested interest in positive outcomes.
Our Quality Assurance team uses the speech analytics tool to score work at home agent calls and highlight coaching and training opportunities designed to improve call quality, length, and efficiency. Our cloud-based telephony platform allows are QA team to silently monitor remote agents and even provide real-time coaching during live calls. During live call coaching the agent can hear the trainer, but the coaching is silent to the customer.
Our work at home agents receive initial virtual training on system functionality, call handling, performance expectations, policies, and procedures related to your project. After virtual classroom training our remote agents enter our nesting program that provides live call coaching where trainees gain real live call experience. Throughout the life of your project remote agents are encouraged to continue their education and training in our online learning database.
How it Works
- Our agent on-boarding team checks internet speeds, hardware, and software of prospective agents to ensure they meet the minimum requirements. CMI can distribute remote workstations to work-at-home agents if needed.
- Before remote system is granted, agents are required to sign a work remote policies and procedures agreement.
- Two factor authentication provides strict security for system access based on our active directory
- A lock down system disables local file storing on each agent’s remote PC.
If you are interested in our remote contact center capabilities click below: