THE Department of Telecom (DoT) has relaxed certain norms for Other Service Providers (OSPs) till April 30 to facilitate work from home (WFH) amid the coronavirus outbreak, especially for IT and IT-enabled services companies.
While the outbreak has disrupted businesses, corporates across sectors are asking their staff to work from home, however, many organisations are struggling in operationalising WFH for their employees.
There are four ways in which this relaxation can help call centers move their operations to work-from-home.
Calls can be diverted to WFH agents via VOIP (Voice Over Internet Protocol)
Agents can seamlessly make and receive calls from their browser
They can access CRM or other data needed for a seamless CX
One system, multiple seats
Explaining these, Atul Sharma, Co-founder & Chief Technology Officer, Ozonetel said, “As per current regulation calls can be converted to VOIP and connected to agents’ phones within the OSP sites’ local network. The relaxation will allow organisations with an OSP license to extend the call from OSP site to be connected to agents’ phones at their home over a VPN. VPN will allow access of all the applications that are usually available to an agent at OSP site. Since Ozonetel’s Cloud Agent delivers all agent tools including a phone call in a browser, it is a seamless transition. An agent can log into the application using a web browser and start taking calls.”
Ozonetel can assist any IT and IT-enabled service companies (not only its existing customers) to set up a Work From Home model instantly. We can connect you to Ozonetel to delve deeper into the subject.
Highlighting the need for this initiative, Anjali Byce, CHRO, STL said, “COVID-19 outbreak is an unprecedented global challenge to humanity. It is continuously evolving, and we are yet to gauge its final impact on society and the economy. We must control this pandemic in every way possible. Through this awareness program, we aim to connect with the community and intensify awareness to contain COVID-19. We also thank our partners- TSSC, IESC, TASK and Indian Red Cross in supporting us for this genuine cause. Together, let us fight this battle and come out shining at the end of it.”
“This awareness drive is to ensure and educate people on how to keep themselves and their families safe from the impact of Coronavirus. As the government is also trying to explore all possible solutions to deal with this situation, organisations need to come forward to spread maximum awareness to control the spread of the virus in the country. Project Savdhaan is one such initiative by STL and we are delighted to partner them”, said Arvind Bali, CEO Telecom Skill Sector Council.