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Employing an at-home workforce of call centre agents starts with equipping them with the right tools. Below is a list of “must-have” technology, equipment and software that will make maintaining a dispersed workforce simple and effective while enhancing collaboration and a team-based culture.

Work From Home

Cloud Telephony & Work From Home

Easy Working

Uninterrupted Growth

Easy Working

Eupraxia's Work from home solutions helps business in challenging times.

Cloud Telephony & Work From Home

Simple Tools

Uninterrupted Growth

Easy Working

Affordable simple tools can convert home as an office for work.

Cloud Telephony & Work From Home

Uninterrupted Growth

Uninterrupted Growth

Uninterrupted Growth

Growth assured without any business disruption from employees.

Work From Home Solutions

Eupraxia WFH Solution

Employing an at-home workforce of call centre agents starts with equipping them with the right tools. Below is a list of “must-have” technology, equipment and software that will make maintaining a dispersed workforce simple and effective while enhancing collaboration and a team-based culture.


In order to effectively maintain a team of at-home call centre agents, you must equip your entire team with progressive call centre software and associated business tools. These tools will have an enormous impact on their professionalism and effectiveness which will translate into more successful customer interactions. They are so necessary that your team can’t afford to work without them.

IVR Solutions

 IVR is an effective tool to connect multiple departments or locations of your company. Gateway between your fancy virtual number and your company. 

Work From Home Software Features

Computer, Headset + Internet Connection

Customer Relationship Management (CRM) Software

Automatic Call Distributer (ACD) Software

Cloud Telephony & Work From Home

In order to make and receive calls, your at-home agents will need a computer that meets your basic system requirements, a headset and an internet connection. If you use cloud call centre solution then we will need a telephone line or SIM based phone along with VPN to connect to the call control portion. Making sure that their internet connection and system capabilities are sufficient to work optimally is a must. Many companies will provide these basics for their at-home agents. This ensures that all equipment is the same and simplifies the troubleshooting process for your IT helpdesk.

Automatic Call Distributer (ACD) Software

Customer Relationship Management (CRM) Software

Automatic Call Distributer (ACD) Software

Cloud Telephony & Work From Home

An ACD is a telephony system that is typically incorporated in call centre software. The ACD answers incoming calls and routes them to a specific agent. With an ACD, calls can be routed to specific agents based on customer information (i.e. the phone number the customer dialled, the information the customer input into the IVR, etc.) as well as agent information (i.e. the skill of the agent and agent availability). This is critical in making sure each remote agent only receives calls they are qualified to handle and only when they are ready to handle them.

Customer Relationship Management (CRM) Software

Customer Relationship Management (CRM) Software

Customer Relationship Management (CRM) Software

Cloud Telephony & Work From Home

When your agents work from home, they can easily miss important information about customers. CRMs fill this gap. CRMs compile information about each customer such as: client demographics, email, phone numbers, call logs, chat transcripts, etc. so your agent will always be up-to-date no matter where they are working. Some browser-based call centre software functions as a CRM as well. Ensuring that your CRM is constantly up-to-date and that your call centre agents are using it as a tool during their conversations with their customers is critical to success.

More Advantages

Comprehensive Analytics

Comprehensive Analytics

Comprehensive Analytics

Cloud Telephony & Work From Home

Keeping a close eye on performance metrics is even more important when your employees are not working in the same building as you are. You can evaluate agent effectiveness with metrics such as service level, average call length, average number of transfers and average hold time. You can also see when agents are logged in, how long they have been idle, when they are on live calls and when they are unavailable. Your managers will never miss a beat with comprehensive real-time and historical data.

Remote Access Software

Comprehensive Analytics

Comprehensive Analytics

Cloud Telephony & Work From Home

Before employing at-home agents, you should be sure that your IT team is well equipped to help setup and monitor remote workers. This includes providing them with software so they can easily diagnose and fix any technical issues that the at-home agent may be experiencing, without having to leave the office.

Call Features

Cloud Telephony & Work From Home

Call Recording

 Agents have a lot to handle. They have to answer a customer’s question, make sure the conversation is pleasant and seamless, take notes and update a CRM with relevant information all at the same time. Due to the demands of their job, they sometimes forget to write down important information, enter wrong information or don’t enter information at all. Reduce these mistakes by ensuring that all customer conversations are recorded and automatically updated into your company’s systems. Then, the next time any employee would like more information about that interaction, they can listen to the call recording. Call recording is also critical for quality assurance and is essential when managing a dispersed workforce.

Call Monitoring

Call centre software that allows for systematic, standardized call monitoring practices is a must-have for managing an at-home workforce. Call monitoring will allow managers to remotely train agents, drop in on live calls, provide whisper coaching when needed and ensure that your team is delivering consistently excellent service at all times.