Hybrid Work and VoIP Solutions
                      How ready is your 
Contact Center for 
Hybrid Work?
These organizations manage all client interactions across all channels from a central 
location providing customers with efficient and effective sales, customer, and technical 
support. In addition to one or more call centers, they may incorporate emails, web chats, 
and social media interactions as additional consumer contact channels. They involve in 
firms' customer relationship management (CRM) plans.
These are becoming more crucial as customers demand businesses to be continually 
accessible across several media, not just over the phone. Thus, it encourages Omni 
channel strategy, helping improve customer service, boost productivity, and gain deeper 
insights into their clients' demands and behaviors.
How do they Operate?
Agents who manage multi-channel customer support, including calls, emails, chat, and voice over IP (VoIP), and 
online help, are typically found. Agents can reach out to clients via their preferred channels in addition to taking 
calls.
The following are essential characteristics:
Automatic call distributor (ACD) systems let employees take more calls while still ensuring that customers have a 
good experience; Real-time reports. This feature allows them to monitor and assess customer satisfaction and agent 
performance in real time across all of the channels used;
• Scripts, which offer agents a structure for effectively assisting callers and generating sales
• Interchangeable assignments allow agents to collaborate while still preserving their stations. 
Hybrid Work
Before concluding that your workplace is ready for hybrid work, check whether it can overcome its everyday challenges..
 Training
 Handling issues
 Enhancing technology
 Security
 Bandwidth
 Supporting office-based and remote employees
 Hosting or cloud
 Payments are secured
Conclusion
These are the key factors that need to be implemented by the contact centers to encourage a 
hybrid working style supported by reliable and affordable service providers like VITEL 
GLOBAL COMMUNICATIONS offering excellent services.
Contact Us
Vitel Global Communications LLC.
New Jersey
15 Corporate Place South,
Suite 321,
Piscataway, NJ - 08854
 T: 855-558-4835
 P: 732-444-3132
 F: 732-444-3436
Email: [email protected]