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Outsourcing - Tips & Best Practices


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Article : Experiences with Remote Workers

We asked our members if they could share any learning experiences they have had using remote workers in their organizations. What we got was a wealth of tips and advice that could help those in the process of implementing a remote worker program.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"Stay in constant communication. Keep your phone lines open and talk. The key to success is open dialouge."

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Make sure that your procedures are fluid and can be evolved, changed and adapted to suit the individual person and the needs of the organistion. Include the remote worker in the process, build a relationship with them and never be frighted of a trial and error approach until you find the right mix for that person."

Pamela Smith
EVP, Marketing
Teleperformance United States
United States

"YOu need a different attitude ot make work at home work. Take advantage of the possiblities but dont' try to replicate exactly what you do in a brick and mortar environment. FOr example, how you train and communicate can be quite different, leveraging technology and social media."

About Teleperformance United States

Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. Teleperformance was founded in 1978 in Paris, Fra... (read more)
Russ Kulow
Sales Director
United States

"SOHO tends to gratify a work force far more than the need to force agents into centralized offices. There is a potential downside, however, in the lack of comeraderie that exists in a group office setting, as well as the opportunity to create more of a sense of competition, if that is a goal of the center."

About AT&T

Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo... (read more)
Malick Mohamed
Center Manager
Ikas Technologies

"In my previous organisation, I was involved in the transition of technical support, maintenance work of small / midsize USA Communications. It was a success. Ongoing after starting 5 years back at a mature level.
( I remember that I was Ambassador of CCWorld in 2004/2005 - Just for information)"

Natalie Romano
Managing Director
United States

"Communicate with remote workers regulary and establish the team feeling otherwise productivity will decrease. Supervisor and Management communications are critical and must be consistent - Some other lessons that I've learned are listed below.

Agents will not want to come back to the office. I recommend to include a fixed rotation for agents to come into the office as part of your process. Not everyone can work from home effectively and just because an agent has been with the company longer than another agent doesn't mean they should be allowed to work from home. Setting rules upfront is a key success factor.

Rules should include noisy background and continuous "issues" with connecting. Customers hearing dogs barking, children playing, etc. need to be addressed immediately. Agents may claim "I couldn't connect or my broadband connection is down" as an excuse for not doing their job and should be tracked on a per agent basis. Enforce opening support tickets for tracking these instances and set the rules up front.

Ensure remote workers have access to performance management reports and quality assurance surveys or evaluations so they can self-manage and monitor their performance.

Establish a rule that Supervisors or Managers can visit their agents at any time with minimal notice (same day)"

About Avaya

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an... (read more)
Barb Courneya
United States

"We generally offer remote work to our best employees first as a perk or an incentive to keep them. We find we usually have higher productivity with home agents than on site agents."

About ConvergeOne

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage... (read more)
Angie Tay
Country Director

"Currently we do not have any experience on this."

About TDCX

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (read more)
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"We use many part-timers and it has been a good fit with their other interests.It also allows us
to schedule more efficiently. Communications is key ,that they are included in everything
that they wouild be if they were in the office."

About Aer Lingus

Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
Richard Melling
United Kingdom

"Invest in a good hosted system whih can demonstrate 5 years or more of remote worker delivery - these will have overcome the many technical issues assoocited and will have benefited form the feedback of thousands of remote workers and thier supervisors"

About Wavenet

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
Richard Walters
Commendium Ltd
United Kingdom

"Yes- not enough space here. It is much harder than it appears. Human isues predominate, followed by providing appropriate ICT. Broadband quality is an issue and it needs to be a qualilty link."

About Commendium Ltd

Commendium Ltd offers eCommerce, blending marketing, telecommunications and customer services.
Diane Peirce
Call Center Director

"Do not get too large a group initially. Stay small and work out any quirks with equipment etc. Always great if your remote workers are within a certain radius for driving for regular quarterly summits. Also make sure there are clauses that should you terminate that all equipment is returned or last pay is held."

Babumohanan Kv

"1.) Cultural issues. 2.)Language issues. 3.) Working time difference that can break down communication."

Steve Mosser
United Kingdom

"Planning is the key to obtaining the maximum benefit from homeworking. Sadly, too few planning teams understand that the traditional planning rulebook can be thrown out the window. Multiple daily shifts, unsociable hours coverage etc, high quality part-timers are all possible, but you need to think outside the box..."

About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
Dennis Cooper
Product Manager/Director
TELUS International

"Bringing employees to office at least one day per week ensures connectivity to organization"

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
Jacob Murray-White
General Manager
IVE Group Limited

"Embrace online learning. Ensure agents are fully competent before taking calls. Do not limit yourself to your geographic region."

Mary Naylor
VIPdesk Connect
United States

"I must emphasize the importance of communication and community! Just because someone is at home doesn't mean that they should be alone. The more communication remote workers have with their colleagues--the better."

About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
Gina Minas
Manager, Health Resources
Northwestern Memorial Hosptial
United States

"Make sure that the home office is inspected, distractions are minimal."

Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"It is important to have a contract with your expectations on how to handle phone or computer problems and training."

About Detroit Medical Center

The Detroit Medical Center is a Detroit-based non-profit corporation that owns and operates nine general and specialty hospitals in southeast Michigan.
Martin Catchpole
Operations Director
Call Catcherz Ltd
United Kingdom

"Communication is Key to remote workers, you must keep them upto date with all the literature in the office and also Frequent webcasts always help, A Chat room is also good to have as a means of trouble shooting any potential lapses in training as its alway nice to ask a manager/supervisor and this can be done very well indeed. In fact we have a proven technique."


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Back To The Basics

Read today's tip or listen to it on podcast.

Published: Thursday, October 29, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

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.

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*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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