10 May

Essential Ways to Manage Your Remote Call Center Staff

Essential Ways to Manage Your Remote Call Center Staff

The remote work trend has officially kicked in and has become a popular choice for different industries today, including the outsourcing and call center industry. Thanks to technology and cloud connectivity, the transition from a typical office set up to a virtual, work from home call center is made possible in just a quick snap.

Perhaps we are all aware of the savings and other substantial benefits working from home has for both companies and employees. But with all the known convenience it brings, remote work also comes with a downside. If you have a team of remote call center staff, managing and supervising them may be a lot more strenuous. Engaging with them may become more difficult and agent efficiency may not be monitored well compared to handling members that are all based in one office environment.

Whether you are already in the precipice or just worried about the possibilities, consider the below information to help you manage and improve your team’s remote work structure.

Provide better equipment

Though working remotely may save your company from equipment expenses like printers, ink, air conditioning systems and offer furniture, it is still an obligation for organizations to provide better and updated office tools and equipment for its employees, even though they are at home. Better equipment increases productivity and better work results. It will also make your employees more engaged with their work.

Create your own communication structure

Effective communication increases the speed of problem resolution. While it can easily be done in the office since employees can ask and raise questions face to face, communication can be difficult during a work from home set up. Therefore, it is necessary for managers to establish a communication structure where employees are guided with the type of communication medium to use, the virtual team communication process and ways it works.

Organize virtual events

Distance has led many workers to feel isolated and detached to the team. With the lack of sense of belongingness, an employee might experience:

  • Incapability to handle work pressure
  • Gets easily distracted
  • Reduced productivity
  • Depreciated loyalty

To prevent this from happening, most companies are organizing ice breakers and fun virtual events to help employees release stress and ignite work enthusiasm. Online events also help combat loneliness and nurture strong bonds between employees.

Focus on results

Result-driven managers trust their employees, allow them to creatively accomplish their goals and aren’t looking after the process it takes to get there. Set a reasonable goal, use the power of technology and let them be flexible to accomplish their tasks in their own way, on the agreed timeframe.

Use quality assurance tools

There are quality assurance tools and software used to efficiently manage and monitor work from home call center employees. With these tools, managers are able to track areas that need guidance and those that deserve recognition.

Source:

  • https://blog.playvox.com/managing-remote-call-center-agents
  • https://www.gartner.com/smarterwithgartner/9-tips-for-managing-remote-employees/

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