Remote Workers

Communicating:

Are internal teams communicating effectively?

• Track internal and external meetings with attentiveness scorecards and leader boards.

Productivity Tracking:

How do you quantify productivity and employee morale when sales are down?

• Consistent Call Volume, Abandoned Calls, Longer Ring Times, Gaps Between Calls

Alerts (Toll Fraud, Symptomatic Person, Assisted Living Resident Not Responding):

• Remote Workers are more likely to have their softphones hacked and used to make expensive calls.
• Prefix Alert for COVID-19 Symptomatic Person, Assisted Living Resident Missed Check In Call.

Emergency Calls: Can you quickly identify if a remote worker dialed 911?

• On-Site Notification requirement of Kari’s Law?
• Kari’s Law went into effect on February 20, 2020. The On-Site notification requirements may apply to new installations or upgraded systems after that date.

Centralized Reporting for Remote & On-Site Workers:

Now that you've mobilized your workforce, how are you tracking their productivity? Do you have to use several solutions to track employee interactions throughout the day?

Sales:

Is your sales team making calls, scheduling meetings and communicating effectively from home?

Customer Service:

Can you assess which agents or users are taking the most phone calls?

• How do you track their call volume and call duration?
• Can you determine how many times/how long a customer was put on hold, the ring time to answer, or if the call was abandoned or transferred?