Author: Steven Bederman, President, NobelBiz
Everybody’s talking about agents and how to create a better, more efficient WFH environment for them. And, while that should be a top priority for all contact centers that want to offer pristine future-proof services, supervisors have been overlooked during these months.
In this article we will be looking at how to adapt a supervisor’s workflow to a remote wok environment and how to make sure they fulfil all their duties without keeping a physical keen eye on their agents.
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In an office setting, a supervisor’s list of responsibilities is short and to the point.
It’s pretty obvious what the main responsibility of a call center supervisor is. But how does that translate in a remote setting?
Suddenly, it all became much more complicated. Supervisors need to juggle different programs, an internal chat where they could remain in constant contact with the team, and fill out accurate monthly performance evaluations.
It’s common knowledge that Contact Centers employ stricter supervision measures than other businesses. It’s a necessity when agents are working directly with customers and the company is serious about keeping a good relationship with their clients. But how do you monitor agent performance while working remote?
While struggling to move their business remote, some companies relaxed monitorization protocols while others adopted drastic measures like VPNs, remote control programs, trackers, and strict reporting procedures. And while keeping a close eye on agents is necessary, how do you find a proper balance?
The answer is you find the right tool. A combination of different options is never the best solution as it makes everybody’s lives harder. From juggling invoices to installing one too many programs on company devices it’s just too much of a hassle. The answer lies in a single program that can serve all purposes.
For example, what we did with NobelBiz’s Omni+, we created a single platform that allows anybody with admin access (from supervisors to middle and upper management) to keep a complete overview on all client interactions over all supported platforms. Multiple agents can handle a single customer and you’d have a detailed history at a click away.
We found that this way you keep technical requirements for agent and supervisor terminals low (thus eliminating the need to upgrade all your equipment) while also offering supervisors a chance to keep a close overview of all activity without intruding in the employee’s personal space with unnecessary tracking that leaks into their private space.
Without the right tool to measure agent activity and productivity, filling out performance evaluations can become a bothersome task that involves navigating different trackers and systems that take up a lot of the supervisor’s time and could impede the agent’s work (think unannounced Team Viewer inspections which are a thing).
Apart from becoming a cumbersome task for the supervisor, employees could suffer the consequences of inaccurate performance evaluation based more on predictions than actual supervision.
A Contact Center supervisor’s job could change drastically in a remote environment. Now, the nature of the change depends on the company and the WFH solutions they adopted.
About Steven Bederman:
Published author, accomplished leader, and a highly regarded Contact Center industry innovator. Steve has had a phenomenal journey throughout his career and his expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. He is also a best-selling author of corporate thrillers.
About NobelBiz Corporation:
NobelBiz is a provider of contact center solutions from their patented carrier of carriers network to their new fully-remote Omnichannel Contact Center Software. Their network guarantees your lines stay up all the time, and their omnichannel product makes sure agents can seamlessly switch between Twitter and voice, or any channel, with a simple click. Their support and engineers are always ready to guarantee full compliance and attestation solutions.
Published: Wednesday, July 8, 2020
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