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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.

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


2022 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
(read more)

2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 



View more from Asia Telecom

Recent Blog Posts:
5 Reasons to Outsource eCommerce Customer SupportJuly 12, 2022
8 Effective Outbound Telemarketing StrategiesJune 25, 2022
Call Centers in Philippines: Top Outsourcing Choice for SMEsMay 2, 2022
Essential Ways to Manage Your Remote Call Center StaffMay 9, 2021
5 Reasons Why WordPress is a Good CMS for StartupsMarch 9, 2020
Top 8 Outsourced Roles in the PhilippinesFebruary 18, 2020
Tools for Managing a Remote Team in the PhilippinesFebruary 6, 2020
Working or Not: Supervising Virtual AssistantsFebruary 3, 2020
Virtual Assistant in the Philippines: What They Can Do For YouJanuary 19, 2020
Freelancer or Outsourcing Firms – Pros and ConsAugust 12, 2019

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