In a recent survey conducted by multiple human resources agencies, it has been widely concluded that working from home offers greater flexibility and has been a considerable factor for boosting your employee’s productivity.
With this trend on the rise, call center industry has been a forefront player and dived head first embracing this new trend. In such an evolving work ecosystem, it also becomes extremely important for a call center agent to understand that with such flexibility also comes great responsibility and the need to deliver his ultimate best, while working in the comforts of his house.
To be a part of a virtual based contact center, all your agents need is a working laptop and a strong internet connection. Most of the agents who prefer or are hired to work from home or remote locations are well-trained beforehand, in order to ensure smooth workflow and productivity. But they are not the only ones who are involved in this equation of having remote call center agents. Managers, supervisors or other upper management heads are also equally involved in this upcoming work culture. It is comparatively easier for you to manage or coordinate the day-to-day functioning in a call center when all agents are working in a closed office space. But when remote call center agents are employed, the pressure increasingly becomes challenging to keep up with high demands and set quality standards, as it often becomes difficult to micro-manage your agents.
In such situations, to boost your remote call center agent’s productivity, you need to have a proactive approach and keep a sound track of their daily schedule. Here’s a list of things you can keep under scrutiny to keep them on their toes always.
1. Daily Calls Record
Make sure you set the guidelines straight and track/check the number of calls they attend every day. This approach will not only make it easier for you to access their productivity, but also give you a heads-up on calls-to-agent availability ratio.
2. Adherence Schedule
Plan in advance a rigid adherence schedule. Keep track of their log in and log out hours. Keep them engaged, and let them be aware of the fact that their actions are being monitored, virtually of course.
3. Quality Monitoring Tools
To keep up with the set high standards of quality by your organization, you can seek help from many online available quality assessment tools. This will ease some pressure on your shoulders and you will have less on your plate to micro-manage.
4. Virtual Call Barging
You can also plan a day in your schedule where you surprise barge-in on calls with your remote call center agents. This will give you a fair idea and help them get genuine feedback on areas of improvement.
5. Weekly Face-to-Face Interaction
There will be certain situations or important feedback that you will have which will require a direct interaction, like a video call. You can make this a regular habit and fix slots for all your agents, to have a skype call or use any other video-telephony option.
6. Virtual Trainings
Your agents need to be well aware about changing industry trends and should be able to adapt according to the technological advancements. And since in a call center industry, these upgradations or add-ons happen way too fast, you need to carefully hand-pick strategies to train your remote call center agents accordingly, via video, voice or chat modules.
7. Incentives And Appreciation
There will be situations where your remote call center agents would end up working overtime or would outperform themselves. In such cases, make sure that you appreciate them enough and have a proper incentive scheme in place. Incentives and Appreciation can often be the best motivation you can give to your employees to boost their productivity.
Have more to add? We are all ears! Let us know in the comments section.