Remote contact centers are becoming the bridge between consumers and businesses. More so, in a post COVID era where the world is moving towards virtual work environments and the customers’ behavior is shifting from demanding abreast customer service to looking for more humane interactions from their customer service providers.
While the world was forced into a lockdown due to a pandemic in late February, most businesses opted for remote solutions to handle their operations remotely. With the propelling thought, the quick implementation of the WFH solution is now gauging its ways into the new normal. As the lockdown has started to ease, companies are continuously evaluating their business model and are doing a cost-benefit analysis while working remotely.
That said, there’s still the need to analyze the business’ productivity while setting up a remote contact center solution.
(Also Read: How to set up a Virtual Call Center for your Remote Agents?)
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 to work from remote locations can be well trained virtually, 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 manage your agents and establish governance over IT and other business operations.
In such situations, to boost your remote call center agent’s productivity, you need to have a proactive approach and keep a soundtrack of their daily schedule. Here’s a list of things you can keep a track of while monitoring your remote agents.
Virtual Call Monitoring & Assistance
Agents will not have all the information on their tips for each query and while working remotely, it’s difficult for them to retrieve the required information and resolve customers’ problems. As supervisors, you can virtually monitor each call and provide on-call assistance to your agents in real-time to help them resolve queries faster and ensure a higher level of customer satisfaction.
With flexible options like Snoop, Whisper, Confer, Transfer, and Barge-in, you can easily monitor the live calls and be available for agents to improve their productivity.
Call Quality Monitoring & Scoring
It’s important for any business to analyze the performance of their business and in a remote contact center, it’s imperative that supervisors monitor the calls carefully and score them to enhance agent performance and boost their confidence.
For call scoring, there can be certain parameters like language proficiency, query resolution, average handling time that can be monitored remotely. Supervisors can download the calls or listen to live calls to assess the campaign and agent performance.
Call Quality Monitoring Tools
With comprehensive remote monitoring tools, you can keep track of agents’ activity in real-time and make well-informed decisions about resource allocation. As far as the agents’ productivity is concerned, you can fetch device & network monitoring reports to analyze the devices used by your remote agents and identify reasons for low productivity, if any.
Flexibility to Choose their Own Device
In a virtual contact center environment, agents can use the device of their own choice like a laptop or smartphone and handle all calling operations remotely. While agents can choose to any device, any environment and supervisors will get a holistic view of all contact center agents’ activities in an intuitive interface.
Retrieval of Customer Information
Agents, as has been stated earlier, require customer’s information to understand the context of customer queries to have a context-driven interaction with the customers. Integrating your remote contact center with an in-house or third-party CRM makes it easy for agents to access customer information like their previous interactions to establish the context of the conversation.
Customer card displays as a screen pop-up when an agent receives or make a call to existing customer and the agents can enter details in CRM in real-time along with call notes to preserve the call context for future actions. For instance, the agent is requested to change the address for a particular customer, they can edit these details in real-time.
In a remote working environment, training agents virtually can be very challenging. Supervisors and managers can smartly use the call recordings, as scored the best for call quality assurance, to set a benchmark for the agents and outline certain parameters while training them.
Additionally, agents will need virtual training to get an experience of the new or upgraded software to ramp up their customer service game. There can be certain modules and training programs to ensure that agents have the knowledge they need to handle customer queries just like in a physical work environment.
Daily Calls Record Analysis
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.
Plan in advance a rigid adherence schedule. Keep track of their login and log out hours. Keep them engaged, and let them be aware of the fact that their actions are being monitored, virtually of course.
As the virtual contact centers are disrupting traditional business models, analyzing remote agents’ productivity becomes easy with a remote contact center software. The flexibility to work from anywhere increases agents’ productivity and boosts their confidence to deliver superior customer service with minimum supervision and maximum ownership. With the world moving towards a virtual century, the state of customer behavior has shifted and they demand exclusive customer service across channels. With Ameyo’s robust remote contact center technology, you get the best of both worlds with minimum to no investment in agents’ infrastructure.
Need to know more about Virtual Call Center Solutions? Schedule a demo today and hear from our team of experts!