Best Practices for Agent Connect (WFH @ Mobile)

Work from Home scenario is getting more prevalent these days. There are multiple ways agents can connect and received calls. They can receive calls through SIP channels (requires compliance with OSP guidelines) and they can receive calls directly on their mobile phone numbers (two-way call legs).

This page focuses on the latter, using two-way call legs and conferencing on the PBX to manage the second leg of call. At most locations, call center agents who will use their own or company provided mobile phones. In this section we suggest some best practices that should be used when agents are using mobile phones to receive calls.

Do not use Dual SIM Mode:

• 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:

• 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.

Ensure Good Network Coverage:

• 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.

• How to:

  • Android: Settings App → About Phone → Status → SIM Status → Signal Strength

  • iOS: https://lifehacker.com/see-the-actual-signal-strength-on-your-iphone-or-androi-5929546

• If the signals are not good,

  • Move towards a sky-facing area, such as near a window with no obstacles.

  • Change the current SIM telecom operator with the one that has better coverage in your area

  • Use a signal booster device

Ensure Good Internet Speed

• Ensure that you have Good & Consistent Internet speed of 200 KBps.

• To Check:

  • Go to fast.com and ensure you’re getting (200*8) 1.6 Mbps speed.

  • Click on more details to check latency. Ensure latency is less than 300 ms either way.

• How to Improve:

  • Please check if any service is taking background bandwidth, specially OS updates.

  • Use LAN to connect Internet services with your desktop

  • Upgrade for better internet plan