On April 21, 2020, we were invited together with mobile.de to the global “Managing-A-Work-From-Home-Team Conference” as part of the “Online Conference Series”. We reported on our recent experience of how we enabled call center employees to work from home office within 48 hours.
Due to the COVID 19 pandemic and the associated restrictions, many companies were immediately faced with the challenge of enabling remote working for all their employees.
“We wanted to protect ourselves against the risk of one of our offices being closed by the government because of a COVID-19 case. This was one reason why we decided to implement home office as soon as possible”, says Matthias Schmidt, Head of Sales KMU & strategic partners at mobile.de.
Compliance guidelines and contractual provisions were a first hurdle when the call center employees moved to working from their home office, but mobile.de was able to solve this quickly. For the technical implementation, mobile.de was able to rely on the oneclick™ platform.
“Our platform is able to provide employees with all applications on any available end device. Accordingly, employees can work from anywhere as if they were in the office. To implement this project, we integrated a cloud telephony solution in the shortest possible time. Within 48 hours we were able to successfully complete the process and equip all employees for the home office”, explains Wolfgang Hennes, CMO of oneclick AG.
Wolfgang Hennes particularly emphasizes the security aspect of the oneclick™ platform in this context: “Cyber security is experiencing a strong upswing due to current developments. Most companies have hybrid or on-premises software and employees have to install a client on the device to access it. The moment a client is installed on the computer, it becomes vulnerable to hacks and attacks. With oneclick™ the installation of clients on end devices or servers is a thing of the past”.
Matthias Schmidt emphasizes that you can rely on the oneclick™ platform not only in terms of security, but also when acute problems arise, mentioning oneclick’s speedy response: “To help our sales representatives deal with technical problems, oneclick implemented a chat function. If a sales representative has a problem with the system, he can now contact oneclick support directly from the platform. This was a very important feature for us.”
You can watch the entire interview by Matthias Schmidt, Wolfgang Hennes and Raj Wadhwani, President of ContactCenterWorld.com, here:
ContactCenterWorld.com is the global association of Contact Center & Customer Engagement Best Practices with around 200,000 members worldwide.