Call Center and Telephone Support for Working Remotely
OPTIONS TO SUPPORT BUSINESS OPERATIONS WHILE WORKING REMOTELY DURING COVID-19
During the month of March the Drexel IT Network Operations Center made arrangements to help many of the University's most important call centers (Drexel Central, HR, Helpdesk, etc) to support the remote working environment that began with the University decision to close all campus facilities on March 20th.
Regardless if you manage a small or large call center used to support business operations, research, or other functions, the telecommunications engineers in the Drexel IT Network Operations Center are available to help you design and implement a remote working strategy.
One of the simplest and most important tips we can suggest for those who are responsible for University call centers, particularly if you already make use of a Voice Menu application associated with one of your publicly advertised Drexel phone numbers, is to review your voice menu scripts. You will be surprised how often such a review is overlooked. To do this, call each of your "main" published numbers and test each voice menu option in your greeting. Make sure all voice announcements are up-to-date. It's very common that business hours, address locations, and other critical information may have become obsolete.
If you find your current remote call center strategy isn't working for you, or you need to make and adjustment to you Voice Menu, please contact the IT Network Operations Center to schedule a telephone consultation to review your needs. Even a small adjustment to your call center operation might provide an improvement to your remote operation as we continue to work through the current COVID-19 crisis.
To inquire about options, request changes, or to request a consultation, please email firstname.lastname@example.org (or call 215-895-6666) and the NOC will schedule an appointment to assist you.
The list below outlines a number of telephone system features that we can configure to help you. Please don't hesitate to contact the NOC to inquire further.
Voicemail Remote Access Instructions (user instructions)
See this document.
Voicemail to Email (1$/month)
Add support for "visual voice mail" so you can listen to your Drexel office phone voicemail in your O365 mailbox.
10 Digit Office Phone Forwarding (per call billing)
Forward your office phone to a mobile or home phone.
Always-on Reservations-less Audio Bridges (no fee)
Configure zoom to create a 7x24, always-on telephone-only audio bridge. Replaces all other audio bridges.
User Controlled Voice Menu Announcement (no fee)
Add an audio pre-fix to your existing Voice Menu Application, so that you can remotely add or remove announcements to your office's voice menu. This provides flexibility to allow you to make dynamic changes to announcements to handle any special circumstance (like changing hours or deadlines) during these trying times.
New Voice Mail Recorded Prompts (no fee)
Add prompted questions to your call center's voice mailbox, to help make sure you collect the right information from callers leaving messages.
New Virtual EFAX (monthly fee options, $15 to $55)
Convert your fax line to a virtual efax. Incoming and outgoing faxes (using your existing or a new number) can be sent/received by email. See details.
New Virtual Soft Phone ($25/month)
Add a new Drexel phone number to your existing mobile phone, for making or receiving calls. Includes Drexel University call ID, voice mail, text messaging and more. See details.
Custom Call Center Applications (custom fees)
Combine these features and other custom solutions to meet the special needs of critical business functions that you are managing remotely.