Covid-19 has presented a number of challenges to our industry. In response, most contact centres have tactically implemented homeworking and whilst the timeline before society can return to “normal” is difficult to predict, it’s likely that working from home will be part of the future for every contact centre.
Employer responsibilities
Guidance released by the government on 11th May – Working safely during COVID-19 in offices and contact centres’ – introduces some new considerations for contact centre planning.
“Planning for the minimum number of people needed on site to operate safely and effectively”
Existing QStory benefits that support pandemic working
Many of the current benefits of QStory are perfect for supporting social distancing efforts;
- Making homeworking far more practical and manageable, utilising the Agent Smart Phone App, Self Serve features and instant communication
- Providing Agent visibility of their own performance, regardless of location
- Allowing the required Covid-19 risk assessments to be communicated
- Allowing monitoring of Agent presence and status – which can be particularly challenging with staggered start times and with Agents working in different locations
- Facilitate regular surveys, at scale, to complete required monitoring of wellbeing
Capacity Optimisation – A new QStory perspective
In addition to the these existing benefits, we’ve now been working on a range of additional features, to make it even easier for our customers to manage their on site and homeworking Agents optimally and within the guidelines;
- Understand and visualise how many Agents are planned for each site
- Identify days / intervals where Covid compliant capacity will be breached, by site
- Ensure maximum spread of breaks / lunches for on site staff
- Utilise homeworking staff more flexibly around site needs
- Create cleaning schedules for hot desking
- Minimise shift overlap, or create shift gaps for on site staff
- Allow reduced Lunch durations, in lieu of adjusted start/end of shift
We’re here to support you
If you would like to discuss any of these features for your operation, or would like us to consider variations on these features please make contact with us and we will be happy to help.
Tony D’Cruze is the Customer Success Manager at QStory. You can connect with him here.
#WEM
#Real-time automation