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Article : Monitoring the Performance of Remote Workers

We keep hearing about all the different advantages remote workers bring, and yet the one constant disadvantage usually associated with remote workers is how to monitor and review performance. We asked industry professionals what techniques they use to do just that.

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

"The remote worker should be monitored in the same way as office based workers. If necessary, revamp your performance review processes to make it suitable to carry out remotely. e.g. if you carry out monthly objective reviews, arrange a telephone call monthly with the remote worker and go through the performance review in the same manner as you would with an office based employee. Regular communication relay will also allow you to build trust with eachother, monitor productivity and ultimately work seamlessly from a remote location."

 
Natalie Romano
Managing Director
Avaya
United States

"1. Document job responsibilities, requirements, procedures, policies and time frames. This must address all standard operating policies in addition to specific remote agent requirements.
2. Establish a trial period to determine whether an agent can properly perform their job. (This will also minimize the loss of agents who discover that they do not enjoy working at home.)
3. Supervisors should have a daily call with remote agents. Every day - quick 5-10 minute call. A supervisor needs to ensure that remote agents are informed of all work-related and team-building activities. Isolation & detachment feelings will impact performance so keeping ALL agents informed is key.
4. I always recommend using instant messaging or "chat" for handling the majority of agent questions, inquiries, etc. however Supervisors must be available to respond immediately.
5. Real-time messaging and broadcasting capabilities for communicating issues that require immediate attention are essential.
6. Include remote agents in all team meetings and training
7. Establish rewards, incentives that apply to both remote and onsite agents.
8. Hold agents accountable. Clearly communicate performance objectives, how performance will be measured and be consistent.
9. Training consistent for onsite & remote workers. Training curriculums should include multiple delivery options and should also include a competency test or tests. Develop an online learning or other remotely delivered training which is more cost effective and work great for on-going development of agents and support staff."

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)
 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"KPIs for productivity, measuring outputs, objective setting"

About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"We use Envision Recording system and send call to agents for them to listen.
Every 6 weeks they are brought in to listen to calls and have face to face communication
with the team leader"

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
Director
Wavenet
United Kingdom

"through online web stats, showing live agent performance, and automated reports showing MI for the last 15 mins, 30 mins, 1 hour, etc etc."

About Wavenet

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"Through CTI tool...agents utilize client provided hardware and software with same tools setup as they would utilize at office"

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)
 


"Traditional contact centre metrics such as adherence, AHT, After Call Work,conversion rates; allied with a robust quality assurance system provide the basis of our performance monitoring framework. We also pay particular attention to the quantity and quality of questions asked by remote agents both on and off calls."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Support

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

Published: Friday, October 23, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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