Achieving Peak Performance and Operational Assurance for Remote Agents and Homeworkers using Razor’s RANA.

Get in Contact

As organizations increasingly rely on remote agents and homeworkers..

..ensuring consistent performance and operational assurance even across disparate homeworkers networks is crucial. Unlike office setups, where networks and hardware are standardized, remote agents and homeworkers rely on varied home internet connections, making it challenging for organizations to maintain a high-quality, seamless customer experience.

With Razor’s Remote Agent Network Analytics (RANA) tool..

..organizations can overcome these challenges by gaining visibility into each agent’s network performance, helping ensure consistent service quality across remote environments.

Want to know more about how Occam can help you enhance your contact center operations?

Get in Touch

Challenges Faced by Organizations

with Remote Agents and Homeworkers

Razor’s automated testing capabilities help you streamline
the UAT process, ensuring that every new contact center
change is thoroughly validated before it goes live.

Uncontrolled Network Quality

The quality of a remote agent’s home network—covering variables like connection stability, bandwidth, WIFI connection, and latency—is outside the organization’s direct control. Poor network quality can degrade call performance and reduce voice clarity, impacting the customer experience.

Variability in Voice Quality

Voice quality can be inconsistent across agents due to differences in internet providers, equipment, or network conditions at the agents home. Without a way to measure and monitor, organizations risk providing poor quality customer experience.

Varied Third Party Integration Performance

Speed and accessibility to the centralised platforms used by the  Agents and Homeworkers can be compromised when their intermediary networks and internet connections degrade or perform poorly..

Limited Real-Time Visibility

Organizations often lack real-time insight into remote agents’ and homeworkers network performance. If connection issues arise, it can be difficult to be aware, diagnose and resolve issues quickly, leading to prolonged disruptions in customer service.

Increased Risk of Downtime

The quality of a remote agent’s home network—covering variables like connection stability, bandwidth, WIFI connection, and latency—is outside the organization’s direct control. Poor network quality can degrade call performance and reduce voice clarity, impacting the customer experience.

Reduced efficiency of the Remote Agent and Homeworker model

Voice quality can be inconsistent across agents due to differences in internet providers, equipment, or network conditions at the agents home. Without a way to measure and monitor, organizations risk providing poor quality customer experience.

How Razor Addresses These Challenges with RANA

Razor’s RANA tool offers a suite of solutions designed to monitor,
assess, and improve the performance of remote agents’ networks,
ensuring consistent service quality regardless of location.

Monitoring Remote Network Quality

RANA continuously monitors metrics such as connection strength, latency, jitter, and packet loss. This enables organizations to identify network issues at the agent level, ensuring that each agent’s connection meets the performance standards necessary for excellent customer service.

Voice Quality Analytics

With RANA, organizations can measure voice quality across agents’ calls using the MOS (Mean Opinion Score) metric. By analyzing voice clarity, latency, and jitter, RANA provides a comprehensive picture of voice quality across remote networks, helping to identify and rectify issues proactively.

Real-Time Alerts and Issue Detection

RANA offers real-time alerts, so Tech teams can detect and address connectivity or performance issues as they arise. This minimizes downtime and helps organizations respond quickly, reducing the impact on customer service.

Comprehensive Network Insights

RANA provides insights into common network issues affecting Remote Agents and Homeworkers, enabling organisations to troubleshoot effectively. By identifying frequent problem areas, organizations can work with agents and homeworkers to implement improved or alternate solutions, such as upgrading home routers, changing internet provider or adjusting configurations.

Ready to deliver the best customer experience?

Contact Occam today and discover how we can help you Optimize your Contact Center Efficiency with Razor

Get in Touch

The Risks of Not Using a Tool Like RANA
for Remote Agents and Homeworkers

Upgrading and expanding a contact center come with their own set of challenges:

Inconsistent Customer Experience

Without network monitoring, variability in a homeworkers’ network quality can result in inconsistent customer experiences, with some agents offering clear communication and others experiencing issues like dropped calls or poor audio.

Increased Operational Disruptions

Without real-time monitoring, organizations risk prolonged disruptions when connectivity issues arise, as IT teams lack the visibility needed to resolve problems quickly.

Decreased Agent Productivity

Network issues can hinder agents’ ability to perform effectively, leading to frustration and inefficiency. A lack of performance insights leaves organizations reactive rather than proactive in addressing these issues.

Higher Customer Churn

Customers facing poor communication due to network issues are more likely to abandon calls or seek alternative support, potentially leading to increased churn and reputational damage.

Higher Staff Churn

Remote agents and homeworkers operating on unreliable infrastructure are more likely to experience frustration and decreased productivity, often leading to higher turnover.

This increased agent churn not only results in the loss of valuable experience and training investments but also drives up costs related to recruiting and onboarding new staff. Ensuring a stable, efficient work environment is essential to retaining skilled agents and maximizing your training investment.

Escalating Support Costs

Addressing network issues reactively, without clear insights, can result in higher operational costs and inefficiency as more resources are directed toward troubleshooting instead of proactive improvement.

The Homeworker/Remote Agent model fails

If companies are forced to abandon the remote agent model, they face increased centralized costs to accommodate staff on-site. Additionally, they risk losing existing employees and may struggle to attract new talent who value the flexibility that remote work provides. Maintaining a remote agent setup is essential to controlling costs and appealing to today’s workforce preferences.

What Our Customers have to say:

We can now detect issues instantly, helping us prevent disruptions

Since deploying Razor’s RANA tool, we’ve gained full visibility into our remote agents’ network performance. We can now detect issues instantly, helping us prevent disruptions before they impact customers.

— Emily R., Head of Customer Support

RANA’s real-time monitoring
has been a game-changer

RANA’s real-time monitoring has been a game-changer. We no longer face unexpected call quality issues, and we can proactively address network issues with agents before customers are affected.

— Michael K., IT Manager

Want to know more about how
Occam can help you enhance
your contact center operations?

Get in Touch

In today’s flexible working environment..

..maintaining consistent performance across remote agents is essential for a high-quality customer experience.



Razor’s RANA tool equips contact centers with the insights needed to monitor, manage, and optimize remote network performance, ensuring that every agent, no matter their location, can deliver seamless service.

With RANA, you can overcome the limitations of remote network variability..

..and provide customers with reliable, professional support every time. Let Razor’s RANA tool be the backbone of your remote agent network, so you can confidently support your customers regardless of where your team is working.

Why Choose Occam?

Innovation

At Occam, we’re always integrating the latest AI and machine learning advancements into Razor, ensuring you’re equipped with cutting-edge contact center technology.

Reliability

Known for our reliability, Occam has a longstanding reputation for enhancing system performance with Razor and swiftly resolving issues to minimize your downtime.

Customer Focus

We tailor Razor solutions to meet
your specific needs, actively
incorporating your feedback to
enhance your customer service
capabilities.

Cost Saving

Implementing Razor can significantly cut your operational costs through automation, reducing the need for manual testing and effectively preventing costly downtimes.

Seamless Integrations

Razor integrates seamlessly with leading contact center platforms, enhancing your existing infrastructure without the need for extensive modifications.

Choosing Occam and Razor

Means partnering with a team committed to your success, helping you navigate the challenges of today’s dynamic contact center environment

Want to know more about
how Occam can help you enhance your contact
center operations?

Get in Touch