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Work From Anywhere with Mobile Number
Use 2G Mode
4G / LTE mode can often have 4x-5x failure rate for voice calls as compared to 2G mode. Please ensure your phone is set to 2G mode.
Do not use Dual SIM Mode
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If dual SIM mode exists, please have the agent switch off the dual SIM mode and work on single SIM mode only. Calls on second SIM can hamper the Agent productivity, and cause unwanted abandoned calls. It also helps to save battery.
How To:
Remove the second SIM card.
In case of eSIM: Go to Settings > Mobile Networks > Disable second SIM.
Disable Call Waiting
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Enabling Call Waiting can cause unnecessary distraction to the Agent if there’s any external call landing on the agent. Agents often also mistakenly think multiple calls are landing from the system. This can cause Agent to put the customer on hold or get distracted impacting the customer experience and agent productivity.
How To: This is usually available in Phone → Options → Call Waiting and Forwarding or Call Management.
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If you do not want to receive any further calls, please log off from the Agent UI. Do not just shutdown your mobile phone. |
Ensure Good Network Coverage
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Check that cell phone network reception or signal is Good or Excellent.If the signal strength is not good enough, expect voice issues, call drop and call connectivity issues. This can significantly impact agent productivity, customer experience and high call abandonment.
Please ensure you stay in “Excellent” or at max “Good” (<-85dBm) to ensure smooth operations. Anything higher than 85dBm can cause significant call drops or non-connectivity.Preferred network type needs to be 2G for better connectivity and for less signal fluctuation.
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