5 tools to support remote teams | CloudCall

5 tools to support remote teams

By November 11, 2020Management, Product

Working remotely? Take a look at our top tools for contact centre leaders, so that you can still support your team whilst working at home.

New COVID-19 restrictions have meant that a lot of us are back to working from home. We haven’t (yet) created a vaccine, but we can help you to improve on supporting your team remotely.

We know how important it is for you to keep track of your team’s activities and doing this remotely can be tricky. Our solution offers you a seamless experience as a supervisor; to be able to monitor, manage and train your team during real-time calls.

Here are just a couple of the ways CloudCall lets you interact with your team’s calls.

Monitor.

Monitor allows you as a supervisor to listen in on a call without either party knowing. This allows you to keep track of your team’s calls and conversations, without being too obtrusive. Think of this as you simply walking past a room and listening in on the conversation taking place inside, just a bit less creepy.

Whisper.

Whisper allows you to speak to your agent without the caller knowing. Your voice is at 50% volume, so your colleague will still be able to hear their original caller. This is useful if they need guidance or reassurance. Or even just for you to let them know that they’re doing great. This is a bit like a secret MI5 earpiece, you and your agent both know it’s there if needed but the outside party will not.

Barge.

Our Barge feature lets you as a supervisor, take over the call from your colleague, if they are struggling or need assistance. You probably won’t be using it as much as Whisper or Monitor but still a useful tool to have. Think of Barge as you politely substituting yourself into a game whilst removing your team member at the same time.

Call Recording.

With the Call Recording feature, you can assess the quality of customer interactions. By recording every call, good or bad, you can create a back catalogue of conversations, for training and monitoring in the future. This one is self-explanatory, just imagine an endless digital library, where each book is a past conversation.

Call Reports.

Call Reports are a great way for you to track the number and duration of calls made by individuals on your team. You can also access real-time information on the number and type of activities that resulted from each call. Think of this as an extensive car dashboard, which shows each team member and how well they are running.

CloudCall can’t manage your team for you, but we can provide you with the tools to ensure your staff are being productive and help you check in on them.

It is important, now more than ever, for leaders to check up on their staff. Our features allow you to give your support at any time, no matter where you, or your team, are based.

Nicole Dopson

About Nicole Dopson

Nicole Dopson is the Marketing Communications Executive based at the CloudCall UK headquarters. She is passionate about creating content that informs and inspires. Outside of the office Nicole enjoys walking her dog and curling up with a good book.