{"id":9421,"date":"2020-05-07T11:00:16","date_gmt":"2020-05-07T10:00:16","guid":{"rendered":"\/gb\/en\/blog\/?p=9421"},"modified":"2023-01-17T10:26:14","modified_gmt":"2023-01-17T10:26:14","slug":"how-a-remote-contact-centre-contributes-to-business-continuity","status":"publish","type":"post","link":"\/gb\/en\/blog\/how-a-remote-contact-centre-contributes-to-business-continuity\/","title":{"rendered":"How a Remote Contact Centre Contributes to Business Continuity"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Companies are thinking more seriously about business continuity today. We will see how businesses could design business continuity plan with remote contact centre.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The rise of the<\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/covid19-offer.html\"> <span style=\"font-weight: 400;\">COVID-19 crisis<\/span><\/a><span style=\"font-weight: 400;\"> meant that many of us saw first-hand just how unprepared we might be for life outside of the office. Although many organisations have been making a gradual shift into the cloud, this new landscape has proven that we need to move a lot faster.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d0bf2e5b869\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/01\/harmony-contact-desktop-edited.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/collaborative-contact-centre.html\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent.\"\r\n\t\t\t\t\tdata-dl-name=\"Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent. | Get your copy here\">Get your copy here<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When COVID-19 hit, it forced countless businesses to send their workers home to help reduce the spread of infection. Although many office-based businesses were able to continue their work with the help of VPN services and <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/product-overview.html\">cloud-based UC tools<\/a>, contact centres struggled to take the same approach.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After all, call centre jobs can often involve interacting with sensitive information or using advanced tools to track conversations. If a business doesn\u2019t already have a remote environment in place, launching a dispersed contact centre isn\u2019t as easy as it seems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The good news is this current issue highlights a significant gap in the business continuity plans of our current contact centres. Businesses need to act now if they want to ensure they\u2019re prepared for anything in this ever-changing world.<\/span><\/p>\n<h2><b>Business resilience is a driver of remote working<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">There are many factors encouraging businesses to implement remote working policies today.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Research consistently shows that remote workers (or telecommuters) report<\/span><a href=\"\/gb\/en\/blog\/working-remotely-the-2020-recipe-to-high-productivity\/#ring-uk\"> <span style=\"font-weight: 400;\">significantly less stress<\/span><\/a><span style=\"font-weight: 400;\"> when working remotely, as well as higher productivity levels. Additionally, company leaders have the potential to cut the costs of managing their workforce significantly with remote workers too.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By giving employees more freedom in where they work, businesses are helping to reduce the work-related burdens that we face every day, such as exhausting commuting times. Studies indicate that working from home elevates team satisfaction levels while<\/span><a href=\"https:\/\/nbloom.people.stanford.edu\/sites\/g\/files\/sbiybj4746\/f\/wfh.pdf\"> <span style=\"font-weight: 400;\">reducing attrition.<\/span><\/a><\/p>\n<h3>How businesses can be prepared during a pandemic<\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s only recently that we\u2019ve discovered being prepared with a remote contact centre could be crucial to keeping a business running in times of crisis. When a global event, or even a localised disaster, prevents your call centre from operating as normal, a remote strategy ensures experts can continue their call centre jobs from home.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Far from facing problems with procrastination, organisations with remote working employees frequently find their team members work harder and accomplish more in a remote environment. Stanford found that remote workers are<\/span><a href=\"https:\/\/www.gsb.stanford.edu\/faculty-research\/working-papers\/does-working-home-work-evidence-chinese-experiment\"> <span style=\"font-weight: 400;\">13% more productive<\/span><\/a><span style=\"font-weight: 400;\"> than their in-office counterparts, and they\u2019re less likely to take sick days.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, the remote call centre only enables business continuity when companies are prepared to transition effectively into this new style of work. Leaders need to plan in advance, considering what their employees need to successfully and safely carry out their work from a remote location.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<div class=\"cta-banner  CID-2FdM5dTp IID-69d0bf2e5b8a2\"\r\n\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t<div class=\"cta-banner-img-wrap\">\r\n\t\t\t<div class=\"cta-banner-img\" style=\"background-image:url(\/gb\/en\/blog\/wp-content\/uploads\/2020\/01\/harmony-contact-desktop-edited.png)\"><\/div>\r\n\t\t<\/div>\r\n\t\t<div class=\"cta-body\" data-dl-custom-type=\"ctaButton\">\r\n\t\t\t<span class=\"cta-sub-heading\">Contact Centre 2.0: Rise of the<\/span>\r\n\t\t\t<h3 class=\"cta-heading\">Collaborative Contact Centre<\/h3>\r\n\t\t\t<p>Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent.<\/p>\r\n\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\thref=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/collaborative-contact-centre.html\" class=\"btn btn-primary\"\r\n\t\t\t\ttarget=\"_blank\" rel=\"noopener\" data-dl-additional-info=\"Collaborative Contact Centre\"\r\n\t\t\t\tdata-dl-name=\"Collaborative Contact Centre | Get your copy here\">Get your copy here<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The recent COVID-19 crisis suggests that the majority of contact centres in the UK simply aren\u2019t prepared. The Virgin Media brand even needed to ask customers to stop calling when its call centres were overwhelmed<\/span><a href=\"https:\/\/www.theguardian.com\/media\/2020\/apr\/27\/virgin-media-customers-lose-internet-access-in-cities-all-over-uk\"> <span style=\"font-weight: 400;\">during the pandemic.<\/span><\/a><\/p>\n<h2><b>The benefits of the remote contact centre to business continuity<\/b><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9637\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/benefits-of-remote-contact-centre-to-business-continuity.png\" alt=\"benefits of remote contact centre\" width=\"1479\" height=\"945\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/benefits-of-remote-contact-centre-to-business-continuity.png 1479w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/benefits-of-remote-contact-centre-to-business-continuity-300x192.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/benefits-of-remote-contact-centre-to-business-continuity-640x409.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/benefits-of-remote-contact-centre-to-business-continuity-768x491.png 768w\" sizes=\"(max-width: 1479px) 100vw, 1479px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">For years, companies have discussed the<\/span><a href=\"\/gb\/en\/blog\/remote-workforce-tips-for-building-and-managing-remote-workers\/\"> <span style=\"font-weight: 400;\">benefits of\u00a0 having a remote workforce<\/span><\/a><span style=\"font-weight: 400;\">, mentioning everything from improved efficiency to reduced commute time. Yet, it&#8217;s only recently that we\u2019ve begun to see how significant the remote contact centre is to business continuity.<\/span><\/p>\n<blockquote><span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fringcentr.al%2F3bgRLIn&#038;text=For%20years%2C%20companies%20have%20discussed%20the%20benefits%20of%20%20having%20a%20remote%20workforce%2C%20mentioning%20everything%20from%20improved%20efficiency%20to%20reduced%20commute%20time.%20Yet%2C%20it%27s%20only%20recently%20that%20we%E2%80%99ve%20begun%20to%20see%20how%20significant%20the%20remote%E2%80%A6&#038;via=RingCentralUK&#038;related=RingCentralUK' target='_blank'rel=\"noopener noreferrer\">For years, companies have discussed the benefits of  having a remote workforce, mentioning everything from improved efficiency to reduced commute time. Yet, it&#039;s only recently that we\u2019ve begun to see how significant the remote\u2026 <\/a><\/span><a href='https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fringcentr.al%2F3bgRLIn&#038;text=For%20years%2C%20companies%20have%20discussed%20the%20benefits%20of%20%20having%20a%20remote%20workforce%2C%20mentioning%20everything%20from%20improved%20efficiency%20to%20reduced%20commute%20time.%20Yet%2C%20it%27s%20only%20recently%20that%20we%E2%80%99ve%20begun%20to%20see%20how%20significant%20the%20remote%E2%80%A6&#038;via=RingCentralUK&#038;related=RingCentralUK' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Click To Tweet<\/a><\/span><\/blockquote>\n<p><span style=\"font-weight: 400;\">Often cited benefits include:<\/span><\/p>\n<ul>\n<li>\n<h3><b>Reduced costs<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The most obvious benefit of remote call centres is that you reduce your business operational costs massively. Your people work from the comfort of their own home, which means there are lower office overheads to consider. What\u2019s more, cloud-based software for contact centres is often much cheaper than on-premise hardware. This is crucial for business continuity, as when disasters happen, budgets are often reduced.<\/span><\/p>\n<ul>\n<li>\n<h3><span style=\"font-weight: 400;\"> \u00a0<\/span><b>Larger talent pool<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Contact centre jobs can go to anyone with the best qualifications in a remote landscape. There\u2019s no need to stick with who is available in the general area. This can be crucial during disasters too. When local employees aren\u2019t available to fill your contact centre, business leaders can reach out to other talent from around the world. This is also a great way to fill some of the gaps when call volumes are high.<\/span><\/p>\n<ul>\n<li>\n<h3><b>Flexibility<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Contact centres need to be more flexible than ever in this new environment. With a remote landscape, you can take on additional members of staff when your call volumes increase and reduce your subscriptions when you need less support. Companies can even offer \u201cfollow the sun\u201d availability with employees from different time zones.<\/span><\/p>\n<ul>\n<li>\n<h3><b>Improved satisfaction<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The last thing any contact centre needs in a time of crisis is employee turnover. With a remote environment that gives employees more freedom, you can keep your staff happy and committed to your company. Remote employees have higher levels of job satisfaction and are often more efficient in the way they manage their time.<\/span><\/p>\n<ul>\n<li>\n<h3><b>Enhanced customer satisfaction<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With a remote call centre strategy, you can keep your customers happy, no matter what\u2019s going on. In the case of the COVID-19 pandemic, a remote call centre would allow businesses to continue taking calls, even when the government lockdowns prevented large groups of staff from coming together in a specific space.<\/span><\/p>\n<h2><b>How to Setup your Remote Contact Centre<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">In times of trouble, a remote contact centre can offer incredible value to businesses of all sizes. Whether you\u2019re a small company that\u2019s just trying to keep the lights on, or a large enterprise trying to keep a global workforce connected, your remote environment will keep things moving smoothly. However, you\u2019ll need to ensure that you have a strategy for building business continuity around remote working first.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><em><strong>To set your business up for a remote call centre<\/strong><\/em>, remember that success starts with the right culture. You need to have a consistent level of trust between your business supervisors and your team members. Expectations need to be laid out to help staff understand what kind of goals they should be working towards. A remote working policy often comes in handy during transitional periods.<\/span><\/p>\n<h2><strong>Tips to maintain productivity in your remote contact centre<\/strong><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9542\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity.png\" alt=\"remote-contact-centre-productivity\" width=\"1799\" height=\"1068\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity.png 1799w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity-300x178.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity-640x380.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity-768x456.png 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/Remote-Contact-Centre-productivity-1536x912.png 1536w\" sizes=\"(max-width: 1799px) 100vw, 1799px\" \/><\/p>\n<h3><b>1.<\/b> <b>Put the right infrastructure in place<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Agents need the right equipment to help them achieve their goals outside of the office. This means investing in a<\/span><a href=\"\/gb\/en\/blog\/contact-centre\/\"> <span style=\"font-weight: 400;\">contact centre solution that operates on the cloud<\/span><\/a><span style=\"font-weight: 400;\">, providing the flexibility and opportunities that your team members need.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud-based contact centre will provide your employees with the same tools they have in the office, wherever they are. This includes call routing and management tools, as well as analytics, and solutions for business phone numbers. You can even implement extra features into your <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">cloud contact centre<\/a> to help you track the performance of your workers. Workforce management tools and time-tracking technology ensure that you can see where the gaps in your performance results originate.<\/span><\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d0bf2e5b976\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/CC-blog-banner-1.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">Are your customers receiving the best possible contact centre experience?<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"CC LP\" href=\"\/gb\/en\/blog\/cc-offer\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"Are your customers receiving the best possible contact centre experience?\"\r\n\t\t\t\t\tdata-dl-name=\"Are your customers receiving the best possible contact centre experience? | Make connecting effortless\">Make connecting effortless<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h3><b>2.<\/b> <b>Encourage accountability<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Though research does indicate that remote workers are often more productive than their in-office counterparts, business leaders still need to encourage this productivity. Your team members should know from day one what\u2019s expected from them, and how you\u2019re going to be measuring their performance. Ensure clear instructions and playbooks are provided for your agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centre management tools that allow you to track things like the number of calls an agent takes, or how quickly issues are resolved, could make a huge difference to your business reputation. Tracking tools in the remote call centre could also mean that you can implement gamification into the workplace. Allowing contact centre agents to compete for prizes can boost engagement and drive better outcomes.<\/span><\/p>\n<h3><b>3.<\/b> <b>Keep everyone connected<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Remote call centre agents don\u2019t need to be out of mind just because they\u2019re out of sight. To improve engagement and productivity in this remote environment, ensure your people can collaborate. Instant messaging tools like RingCentral Glip<\/span><a href=\"\/gb\/en\/blog\/five-tips-remote-workforce\/\"> <span style=\"font-weight: 400;\">for quick conversations<\/span><\/a><span style=\"font-weight: 400;\">, and video conferencing services can keep your employees connected, wherever they are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Setting up regular sessions where your employees can interact and formulate bonds could make it easier for you to avoid attrition or turnover in your workforce. Remember, it\u2019s also important to make sure your remote agents are aware of all the latest things that are happening in your business. Newsletters that update them on the issues that you\u2019re facing and how you\u2019re dealing with them can reduce nervousness among teams.<\/span><\/p>\n<h3><b>4.<\/b> <b>Offer training if necessary<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A remote contact centre agent can still access training and growth opportunities if they\u2019re not in the office. Online <a href=\"\/gb\/en\/blog\/what-is-a-webinar\/\">webinar<\/a> tools and video conferencing offer great opportunities for easy training. These tools could be essential as you continue to learn more about what your customers need in times of crisis. To make sure you\u2019re setting your agents up for success, offer training based on what you learn about their performance and skills.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, monitoring service levels in your cloud contact centre will help you to see where your agents have issues with things like managing customer sentiment or reducing call handling times. You might even decide that you want to implement a multi-channel remote contact centre, which means training employees how to manage new environments.<\/span><\/p>\n<h3><b>5.<\/b> <b>Think about management and security<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, remember that ensuring business continuity with a remote contact centre isn\u2019t just about giving your team members access to the right communication tools. You also need to ensure that your agents can access the same kind of experience that they get in the office, no matter where they are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">Work with a CCaaS provider<\/a> that can give you a secure and reliable way to manage customer conversations. You may need a solution that works with a VPN gateway, or a service that integrates with services for tracking things like toll fraud. Some leading contact centre providers might even use things like artificial intelligence to highlight potential issues with the security of your conversations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Think about how you can set up a contact centre on the cloud that not only maintains \u201cbusiness as usual\u201d for your employees and customers but provides them with peace of mind too.<\/span><\/p>\n<h2><b>The rise of the remote call centre<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The keys to success in this new remote working landscape are a combination of the right planning and the right vendor support. Having the right strategy in place to pivot to a new contact centre in the cloud will ensure your employees feel comfortable making the switch when you need to enact your disaster recovery plan.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, the right CCaaS vendor will ensure you not only maintain the security and productivity of your traditional contact centre in the cloud but unlock new opportunities too. For instance, the future of remote contact centres could include:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 \u00a0 <\/span><span style=\"font-weight: 400;\">Access to virtual assistants that help to automate IVR processes and provide agents with more contextual information about their customers.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 \u00a0 <\/span><span style=\"font-weight: 400;\">Artificial intelligence that provides predictive analytics and sentiment analysis to enhance and improve the customer journey at every touchpoint.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 \u00a0 <\/span><span style=\"font-weight: 400;\">Increased connectivity through stronger technology, including 5G connections for employees that need to work from a mobile environment.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 \u00a0 <\/span><span style=\"font-weight: 400;\">New opportunities for multi-channel contact centre management, with features like SMS, instant messaging, and video built into the landscape.<\/span><\/li>\n<\/ul>\n<h2><b>Unlocking your business continuity strategy<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As businesses continue to discover just how productive and efficient agents can be when they\u2019re working from home, remote call centre jobs will increase. Thanks to CCaaS providers that can offer an excellent combination of reliable phone services, advanced tracking tools and security, companies of all sizes can begin to move their contact centre to the cloud.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What\u2019s more, if you already have existing technology in the cloud, you can think about combining multiple components of your communication strategy. For instance, a CCaaS solution that works alongside a UCaaS service will ensure you have an excellent environment for both internal and external conversations. This cloud solution will continue to work effectively even when your employees can\u2019t access the traditional contact centre or office.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Are you ready to future-proof your contact centre and take your business continuity strategy to the next level? Contact RingCentral to find out more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t<div class=\"uc-expo-cta-2  CID-cta-2FdM5dTp IID-cta-69d0bf2e5b98d\"\r\n\t\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t\t<div class=\"text\">\r\n\t\t\t\t<span>Learn more about how contact centre technology can create a better experience for customers and agents<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"button\">\r\n\t\t\t\t<span class=\"\">\r\n\t\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\t\tclass=\"btn btn-primary btn-lg\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\"\r\n\t\t\t\t\t\tdata-dl-additional-info=\"Learn more about how contact centre technology can create a better experience for customers and agents\"\r\n\t\t\t\t\t\tdata-dl-name=\"Learn more about how contact centre technology can create a better experience for customers and agents | Learn more\" target=\"_blank\" rel=\"noopener\"\r\n\t\t\t\t\t\ttitle=\"Learn more about contact centre tech\">Learn more<\/a>\r\n\t\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Running a remote contact centre may seem like a minefield, but here\u2019s how it can actually contribute to your day-to-day business resilience, broaden your talent pool and drive down excessive office space costs. <\/p>\n","protected":false},"author":244,"featured_media":9481,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-power-page-sidebar.php","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[24,169],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How a Remote Contact Centre Contributes to Business Continuity | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"Creating business continuity plan during a crisis can be easier when you utilise the use if remote contact centre. 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