The year is 2020 and it has brought with it newer technological advances, automated solutions, and a bio-threat that the world was not perhaps very prepared for. This graph is not new to anybody who has sound knowledge of what’s happening today in the ‘whole wide world’ via the ‘world wide web’
Major global events have been put on hold or cancelled and business has moved from online or offline and remotely making full use of our digital capabilities.
As the CoronaVirus (COVID-19) continues to spread panic across continents, businesses are scurrying to keep in stride with the quickly shifting market. Offices are shifting indoors; communication is being limited almost fully to emails and phone calls. As the virus turns on-site representatives and agents to remote workers, it has become imperative to find solutions that can keep up with the changing mode of communication and of working. One such solution that has come forward as an especially viable one is the use of roaming agents for inbound & outbound calling to keep the cycle working as it was before the world-wide business lockdown.
What exactly is a roaming agent?
While the term virtual agent might bring Siri and Alexa to mind, roaming agents are a bit different.. Unlike Alexa and Siri, who make use of the machine learning technology via the internet to take care of digital tasks like updating calendars, setting alarms and performing searches on the internet, a roaming agent is usually a customer support executive who has the ability to “roam” , is on the go or constantly travelling with businesses to resolve queries or queries to client locations/meetings.
To elaborate this, a roaming agent is basically someone equipped with taking calls related to customer support for the company via routing calls to the mobile phone irrespective of the location. This is made possible through a call center software with ability to forward the incoming calls to the agent’s cell phone while maintaining all the standard features of call tracking, recording etc.
This however is usually restricted to incoming calls where agents can receive an enquiry outside of his physical office location which limits them to currently handle common queries in customer services and to solve simpler issues which usually can be resolved in the first interaction the client has with the customer service. The current situation however certainly demands a more robust solution to use this service for all incoming as well as outgoing calls by remote agents.
How does ZIWO help ?
The virus is causing the shutdown of physical sites and moving the workplace to relatively quarantined home spaces. But with the help of ZIWO cloud solution, the workplace moves beyond the walls of the agents’ homes and turns into a global space that is waiting to be explored.
What admins can do is simply set up all as roaming agents through ZIWO platform with the option of both inbound or outbound calling while working remotely and provide solutions from wherever they are at that moment.
Agents can, therefore, connect to the virtual platform and continue running the business without having to be physically present in the office. This will keep the sales cycle going even when the physical sites are on lockdown. Calls can be forwarded to the agent’s phone no matter where they are and they can handle customer requests then and there. The idea is to basically provide companies the help they need to keep up with their client needs and demands in real-time, be it through phone networks or otherwise.
Here is some more information on “How to set up a roaming agent?”
Of course it’s a matter of a click for existing users of the platform but is no different for newbies. All you have to do is a sign up with ZIWO for a Free Trial to get the entire ZIWO superpowers in your stride. In a nutshell,
- Instant deployment
- No Hardware Needed (Cloud Based)
- Webphone, click 2 call, Call tracking, Call recording features
- WebRTC & Live Dashboard with KPI & statistics
- Pay as you go, per agent, per month
- Phone numbers (DID or Toll-Free) in every country, including the Middle-East.
In fact, one might even take this as an opportunity to move from the standard brick & mortar setups to completely online/E-commerce solutions thereby making it a low risk, low investment business to start within these dynamic times.
The onslaught of COVID-19 might have left the economies of the world staggering, but businesses are quickly adapting themselves to keep up with the changing needs of the market. Roaming Agents provide one such solution. Through this feature, one can help agents connect and can keep businesses and their sales cycles running even when the agents cannot physically be present in the office or on-site and continue simply, talking to your clients.