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How to maintain the quality of work under quarantine

In the quarantine office, employees stayed at home. What does this mean for business, and how to continue the work of the company in such circumstances?



First of all, a trading company needs to arrange receiving calls from customers. The remote sales team must meet two requirements: continue to interact effectively with customers and remain manageable. If we are talking about a real estate agency and companies where employees often attend meetings and work with clients assigned to them, the key is control.

In this article we will look at several cases on how to quickly and painlessly transfer an office to remote work with MegaFon's Virtual PBX .

When a company works on mobile phones


If each employee of the company has a mobile phone to which he receives and from which he makes calls, you need to create employee records in your Virtual PBX account. After that, in the "Numbers" section, select "Add SIM Card" and then add MegaFon mobile numbers to your employees, whose work you want to begin to control.

For employees, when processing calls, nothing will change, but in the "History" section you will see all the information on calls of any of the added employees:

  1. The number of incoming and outgoing calls.
  2. Share missed.
  3. How long the client waited on the line, and at what second the receiver was picked up.



In addition, in the "Statistics" section you can see detailed statistics on the telephony of the company in a graphical representation.



Also available for analysis is the rating of each employee relative to his colleagues both in terms of the number of calls and the duration of incoming and outgoing calls.



Separately, it is worth noting that all calls can be recorded - both incoming and outgoing. You can listen to them in the call history.



An important difference between the MegaFon Virtual PBX and other similar solutions is that the recording of calls is unlimited in volume and the storage period is one year. Not all calls must be heard - it is important that employees know that any conversation can be heard. With remote work, this is a serious discipline.



In the MegaFon Virtual PBX mobile application, you will see statistics and timely monitor employee calls from a smartphone from anywhere. Thanks to this, you can control the communication of employees with customers even more quickly than it could be implemented in the office.

If the company collectively answers calls to a mobile phone


Another popular case: on the table there is one or two mobile phones, and the one who is now in the office answers the calls. In this case, MegaFon’s SIM card is connected to the Virtual PBX in the same way, but the number is made by the general number of the company. Now the calls to the number will no longer get on the mobile phone - they will be sent to the MegaFon Virtual PBX, where you can configure their distribution.



By calling your company number, the client will hear a greeting, after which it will be sent to a specific employee or group of employees (department). When a call falls on a group of employees, the call will be processed depending on the selected rule: all at once, in turn, in incremental or even fashion.
The advantage of this solution is that it will work not only with MegaFon SIM-cards - employees will be able to receive calls on SIM-cards of other operators as well. As in the previous case, in the call history there will be all information on incoming calls, each can be listened to.

If the company receives calls to landlines of another operator


It can be direct subscriber lines (the same good old “wired telephone”, which you can often not get through to) or PBX - an old digital or newer IP.
The easiest way to set up call reception in the PBX is MegaFon for an office IP-PBX. To do this, just configure sending all calls to the SIP-account and register it in the settings of the Virtual PBX as the general number of the company.



The added number will appear in the list of company common numbers. Calls from it can be distributed among employees in the same way as in the previous case, through the department settings.
Then someone may ask a question: why a Virtual PBX, if I can already connect my remote workstations to my IP-PBX?

Virtual PBX has several advantages:

  1. , .
  2. SIM- .
  3. .

If the company uses analog lines connected to desk phones or an old PBX, the easiest solution is to enable forwarding from these numbers to the MegaFon Virtual PBX. This can be done by contacting the operator who provides the telephony service at the desired numbers to receive incoming calls. You will have to pay for the forwarding, but these are small expenses and they are not comparable with possible losses due to missed calls.

A good solution would be to temporarily replace the numbers on the site with the general number of the company in the Virtual PBX. Most of your customers see your number on the site, but very few remember it. A useful addition is to connect the "Callback widget from the site" - it is also in the Virtual PBX.



CRM Integration


If your company uses CRM, be sure to enable the integration of CRM and Virtual PBX. This will make CRM work much more efficiently. MegaFon's Virtual PBX has ready-made integrations with most popular CRMs. Integration will allow you to organize additional control, will make it possible to redirect calls directly to responsible managers, will inform the employee of the client’s name in a pop-up window, save the records of all conversations to customer cards, will automatically create new contacts and much more.



Conclusion


How to make and receive calls to employees working from home?

  1. The easiest way is with MegaFon's corporate SIM cards. Employees do not need to do anything specifically - all settings for remote work are done by the administrator, special knowledge is not required to manage the service.
  2. To SIM cards of other operators. If the company does not yet have MegaFon SIM cards connected, employees will be able to receive calls from the company's general number to those SIM cards that they have now.
  3. Softphone on the computer. Employees can install the MegaFon Communicator proprietary application on their computers and connect a headset. Both incoming and outgoing calls will be recorded and saved. A virtual PBX can also be used through a softphone for a mobile phone. In this case, even a headset may not be needed.

MegaFon's virtual PBX will allow employees of your company to work remotely without compromising efficiency, and the distribution of calls and the introduction of a call control system will help not only to save, but also significantly increase the efficiency of the company.

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