Contact Centers, CRM Customer Engagement

Hey all, a general question here. Since the big push home last March for so many of us, was anyone else forced to run an entirely cell phone-based call center, meaning however the call gets there, the endpoint device the agent uses is his or her cell phone? If so, how's that going?

My thought is this is the worst possible way to run a call center. Folks have cell phone problems that I just can't troubleshoot. We're using Avaya One-X Agent, and everything seems to work fine until agents claim missed calls. Everything on my end shows the call went through fine, but it gets requeued and the agent says "the phone rang, I answered, no one was there, I stayed on for a while then hung up." But by then the call had re-queued. Are they crying technology problem when they are simply walking away? Maybe sometimes, but I've gotten this from good, trusted agents as well.

I personally would rather do anything else than have agents use cell phones, such as:

1. VoIP or SIP hard phones to the home (connecting via VPN or SBC...yes, I know bandwidth can be an issue. But a bigger issue than cell phones on the whole?)
2. Soft client on the remote computer, such as One-X Agent using VPN, or Agent for Desktop using the SBC. (Bandwidth could still be an issue)
3. Pay to run a landline to the home and give them some kind of off the shelf phone.

Any thoughts on this topic? Anyone else relying on cell phones and tearing their hair out? Thanks!

Hey all, a general question here. Since the big push home last March for so many of us, was anyone else forced to run an entirely cell phone-based call center, meaning however the call gets there, the endpoint device the agent uses is his or her cell phone? If so, how's that going?

My thought is this is the worst possible way to run a call center. Folks have cell phone problems that I just can't troubleshoot. We're using Avaya One-X Agent, and everything seems to work fine until agents claim missed calls. Everything on my end shows the call went through fine, but it gets requeued and the agent says "the phone rang, I answered, no one was there, I stayed on for a while then hung up." But by then the call had re-queued. Are they crying technology problem when they are simply walking away? Maybe sometimes, but I've gotten this from good, trusted agents as well.

I personally would rather do anything else than have agents use cell phones, such as:

1. VoIP or SIP hard phones to the home (connecting via VPN or SBC...yes, I know bandwidth can be an issue. But a bigger issue than cell phones on the whole?)
2. Soft client on the remote computer, such as One-X Agent using VPN, or Agent for Desktop using the SBC. (Bandwidth could still be an issue)
3. Pay to run a landline to the home and give them some kind of off the shelf phone.

Any thoughts on this topic? Anyone else relying on cell phones and tearing their hair out? Thanks!

Hey all, a general question here. Since the big push home last March for so many of us, was anyone else forced to run an entirely cell phone-based call center, meaning however the call gets there, the endpoint device the agent uses is his or her cell phone? If so, how's that going?

My thought is this is the worst possible way to run a call center. Folks have cell phone problems that I just can't troubleshoot. We're using Avaya One-X Agent, and everything seems to work fine until agents claim missed calls. Everything on my end shows the call went through fine, but it gets requeued and the agent says "the phone rang, I answered, no one was there, I stayed on for a while then hung up." But by then the call had re-queued. Are they crying technology problem when they are simply walking away? Maybe sometimes, but I've gotten this from good, trusted agents as well.

I personally would rather do anything else than have agents use cell phones, such as:

1. VoIP or SIP hard phones to the home (connecting via VPN or SBC...yes, I know bandwidth can be an issue. But a bigger issue than cell phones on the whole?)
2. Soft client on the remote computer, such as One-X Agent using VPN, or Agent for Desktop using the SBC. (Bandwidth could still be an issue)
3. Pay to run a landline to the home and give them some kind of off the shelf phone.

Any thoughts on this topic? Anyone else relying on cell phones and tearing their hair out? Thanks!

Hey all, a general question here. Since the big push home last March for so many of us, was anyone else forced to run an entirely cell phone-based call center, meaning however the call gets there, the endpoint device the agent uses is his or her cell phone? If so, how's that going?

My thought is this is the worst possible way to run a call center. Folks have cell phone problems that I just can't troubleshoot. We're using Avaya One-X Agent, and everything seems to work fine until agents claim missed calls. Everything on my end shows the call went through fine, but it gets requeued and the agent says "the phone rang, I answered, no one was there, I stayed on for a while then hung up." But by then the call had re-queued. Are they crying technology problem when they are simply walking away? Maybe sometimes, but I've gotten this from good, trusted agents as well.

I personally would rather do anything else than have agents use cell phones, such as:

1. VoIP or SIP hard phones to the home (connecting via VPN or SBC...yes, I know bandwidth can be an issue. But a bigger issue than cell phones on the whole?)
2. Soft client on the remote computer, such as One-X Agent using VPN, or Agent for Desktop using the SBC. (Bandwidth could still be an issue)
3. Pay to run a landline to the home and give them some kind of off the shelf phone.

Any thoughts on this topic? Anyone else relying on cell phones and tearing their hair out? Thanks!

Hey all, a general question here. Since the big push home last March for so many of us, was anyone else forced to run an entirely cell phone-based call center, meaning however the call gets there, the endpoint device the agent uses is his or her cell phone? If so, how's that going?

My thought is this is the worst possible way to run a call center. Folks have cell phone problems that I just can't troubleshoot. We're using Avaya One-X Agent, and everything seems to work fine until agents claim missed calls. Everything on my end shows the call went through fine, but it gets requeued and the agent says "the phone rang, I answered, no one was there, I stayed on for a while then hung up." But by then the call had re-queued. Are they crying technology problem when they are simply walking away? Maybe sometimes, but I've gotten this from good, trusted agents as well.

I personally would rather do anything else than have agents use cell phones, such as:

1. VoIP or SIP hard phones to the home (connecting via VPN or SBC...yes, I know bandwidth can be an issue. But a bigger issue than cell phones on the whole?)
2. Soft client on the remote computer, such as One-X Agent using VPN, or Agent for Desktop using the SBC. (Bandwidth could still be an issue)
3. Pay to run a landline to the home and give them some kind of off the shelf phone.

Any thoughts on this topic? Anyone else relying on cell phones and tearing their hair out? Thanks!