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Essential Ways to Manage Your Remote Call Center Staff - Asia Telecom - ContactCenterWorld.com Blog

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.

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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://www.asiateloutsourcing.com/essential-ways-to-manage-your-remote-call-center-staff/

Publish Date: May 9, 2021 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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