How to run a call center from home

The trend towards call centers staffed predominantly by remote workers is not new, but COVID-19 has accelerated its adoption. Figuring out how to run a call center from home might seem intimidating at first, but the equipment and expertise required might be less daunting than you think.

To set up a call center from home, you'll need access to a modern computer, a headset and a reliable internet connection. Anything else, such as a dedicated VoIP phone, could be categorized as a luxury.

Computers for working from home

Call center agents deal with customer data, which could have sensitive information. It's not a good idea to have contact center workers using their home computers to handle such data, especially where more than one person could use those computers.

Data protection laws vary around the world, but the broad idea is the same. Business owners are expected to take reasonable measures to protect their customers' privacy and handle data responsibly.

In most situations, call center workers don't need sophisticated hardware. A Chromebook or modest-spec laptop should suffice, as long as the device has a wired ethernet connection. The call center worker should also have a headset that is compatible with the computer.

For health and safety and call quality reasons, the headset should be an over-the-ear design, not in-the-ear, and the microphone should have built-in noise and echo cancellation. Agents will wear their headsets for several hours at a time, so it's important the equipment is comfortable and works well.

Software for remote call center management

Traditional PBX software is complex and difficult to configure. Fortunately, you don't need such software for a remote-focused call center. Software as a Service (SaaS) platforms help contact center owners manage setups for many remote workers.

All employees have to do is log in to the SaaS platform for their computer to manage calls. Many contact center management solutions are all-in-one communications platforms, providing workers with everything they need to do their job in one simple package.

Remote working for call center employees

For the worker themselves, the idea of being able to do their job from home could seem like a dream come true, but it isn't always as easy as it first seems. Remote workers in customer-facing positions must make sure they have a dedicated space in their home that's designated for work.

They'll need to be physically and mentally "at work" throughout the day in an environment that's free from interruptions and distractions. This is one of the hardest areas of figuring out how to work a call center from home because children, spouses or roommates might struggle to adapt to the workday schedule.

On a personal level, setting boundaries and building a new routine can be invaluable. Call center managers can help with this by being flexible in areas that are less important and using chat and collaboration apps or email in addition to telephones.

If you're interested in learning how SaaS solutions for business communications could help your contact center accommodate remote workers, call 8x8 today for a free demonstration.