The contact centre at home, last year's biggest trend


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The corona pandemic has made working from home the norm. For many companies, this has meant a huge change, especially within the contact centre. Because how do you run your team as a contact centre manager when your employees are no longer in the same space? How does this affect the productivity and the sense of engagement?

But also: how secure is working from home, especially when you are dealing with sensitive customer information? Which hardware do your employees use at home? How do they connect remotely to the contact centre? What do you do when technical issues arise? How great – and desirable – is the dependence on the IT department?

Until recently, certainly at many government agencies and companies in the financial sector, there was often a preference for on-premise solutions, so that the platform could be managed in-house, and all customer data was stored on their own servers.

But necessity knows no law. When the pandemic made it impossible or undesirable for contact centre teams to work on-site, it became necessary to broaden the scope.

One of the solutions that more and more companies have been open to since then is the introduction of cloud technology in the contact centre. By means of this technology, an “any place, anytime, anywhere” culture suddenly becomes possible.

The great advantage of this is that the responsibility for the platform now largely rests with the supplier instead of the in-house IT organisation, which guarantees data protection thanks to all kinds of certifications in the field of security. Even if employees work from home.

Flexibility while maintaining security, that’s what matters.

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Cloud contact centers are more efficient and have about 35% less downtime than on-premise tools.

CCaaS can be up to 27% cheaper than an on-premise strategy.

Cloud technology makes working from home a lot more interesting. Any staff member who works from home can save his employer thousands of euros.

About DDM

At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.

We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.

We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.