Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Tips to Engaging Remote Call Center Agents - Amtelco - ContactCenterWorld.com Blog

Tips to Engaging Remote Call Center Agents

 

As call centers transition to remote, work from home, environments, one challenge they may face are keeping their remote agents engaged. While there are many benefits that working from home offers, one aspect that agents may miss about not being in the office each day is the social aspect. It may be an adjustment at first learning how to best keep your employees engaged in the remote environment. 

The following tips include ideas to keep your remote call center agents engaged:

 
1. Regular Communication. One thing that agents may miss about not being in the office each day is the social aspect. There are a variety of ways you can still communicate virtually, both work-related and socially. 
 
  • Schedule daily, weekly, or monthly video or call chats with your team. 
  • Offer optional virtual social gatherings as a way for employees to get to know each other better outside of work. 
  • Utilize a secure chat platform and set up different topics (both work-related and non-work related) to allow employees to ask questions, communicate information, and also engage in social conversation. 
Engagement Tips.
 
2. Agent Recognition. Receiving recognition can be very motivating and does not always need to be an item of high cost or value.
 
  • Something as simple as a virtual “thank you” or “great job” can go a long way and makes agents feel appreciated.
  • Recognize and congratulate agents on achieving goals, work anniversaries, and birthdays. 
  • Encourage agents to give kudos to each other to promote teamwork and a positive environment. 
 
3. Offer and Encourage Feedback. It’s important to give feedback to your agents in addition to asking for their feedback. 
 
  • Assess and score agent calls regularly so they know how they can improve and what further training opportunities are needed. 
  • Utilizing surveys is a great and easy way to get agent feedback. Share the results when applicable and communicateany changes to be implemented as a result of the feedback. Agents are encouraged to give more feedback if they feel their feedback is taken seriously and results in positive changes. 
 
4. Utilize Gamification. Incentives are always a nice way to engage employees, encourage friendly competition, and promote teamwork. A survey from TalentLMS found that 89% of employees say gamification makes them feel more productive at work. 
 
  • Set individual and team performance goals and post the stats publicly to hold agents accountable. Offer virtualor physical rewards when goals are met. 
 
5. Set Clear Expectations. Transparency from the start hold agents accountable and honest. Set clear expectations for agents so they know what is expected and there are no surprises. 
 
  • Provide written policies and enforce issues with verbal or written warnings such as call avoidance and excessive time off or break time. 
  • Share performance metrics and set individual goals. 

Making employee engagement a focus has many benefits for your call center. Engaged employees are more likely to stay with your organization, decreasing turnover and costs of hiring and onboarding new employees. According to Hubspot, 69% of employees say they would work harder if they felt their efforts were being better recognized. Engaged employees are more productive and want to help the business succeed.  

Publish Date: December 14, 2020 9:01 AM

2023 Buyers Guide
Get Listed
Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 


View more from Amtelco

Recent Blog Posts:
Tips to Engaging Remote Call Center AgentsDecember 14, 2020 9:01 AM
The Importance of Call Center System IntegrationNovember 25, 2020 11:15 AM
Secure Messaging: It's Not Just For HealthcareSeptember 15, 2020 9:00 AM
Enhancing the Customer Experience with Expanded Services and AutomationSeptember 15, 2020 8:46 AM
Considerations for Buying a Secure Messaging AppSeptember 15, 2020 8:37 AM

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =