The home office is available also to the SAP CCtr call center agents

The home office is available also to the SAP CCtr call center agents | con4PAS

Is it possible to work from home for agents in the Contact Center? And how to secure it in the modern-day robust infrastructure? The Call center technology based on SAP Contact Center offers this benefit for all licensed users.

March 17, 2020

SAP Contact Center natively allows call center operation from home

 

The SAP Contact Center (CCtr) solution natively enables remote work for its agents, either in an External Agent (EA) or a Multiterminal Device (MTD) mode. Learn more about these modes and who they are suitable for and why:

 

  • External Agent (EA)

This mode is intended for workers who are in the field and don‘t have access to the system. In this mode, calls from queues are routed to their mobile or home landline phones. The availability of such a worker is set either by the supervisor directly in the system or the agent controls it himself via PIN and IVR. In this case, the agent can set availability statuses for lunchbreak and so on via DTMF.

Most central core functions such as call recording, priority and skill routing, etc. are retained. With a minor modification and the C4P Caller application (for Android), outbound calls can also be made via SAP CCtr.

 

  • MultiTerminal Device (MTD)

This mode is designed for employees who have access to SAP CCtr with slower connections. The data bandwidth limitation can be also on company side – the VPN connection usually does not consider this massive traffic. In this mode, the employee works with a Communication DeskTop (CDT) client or an integrated SAP CRM or SAP C4C solution. The agent sets his availability as usual and can handle other types of channels (chat, emails, faxes, letters, service requests, etc.). The inbound call is then visually signaled (alert) in CDT or SAP CRM and it rings on the mobile phone.

Even in this mode, the core central functions as in the EA mode are preserved. When the agent makes a call, the application first calls to the multi-terminal device selected for the outbound calls and only once answered from this device does the full outbound call get connected through. In this mode both inbound and outbound calls are charged to the employer and do not burden the agent's account (except for possible roaming charges).

 

What is the conclusion?

The onsite / EA / MTD modes can be freely combined, as these are operator-specific settings. Of course, the EA and MTD modes also have some limitations (for example, outbound campaigns or call listening, etc.), and it is also necessary to count on double-load of telephone channels – one channel for customer calls, the other channel for calls to the agent. The agent's environment may also be limiting – background noise, etc.

 

Where to find more information?

Please don‘t hesitate to contact us for further information or help with the setup, either by contacting support or via:

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