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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.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"Use business intelligence tools to monitor the team's progress. Listen to their conversations and have regular meetings to keep everyone accountable."

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."

Gene Schaedel
Call Center Management Consultant
United States

"As stated above, in a call center environment, the ACD through realtime and historical reporting will provide the information required to manage such a work force."

Ring2 Dashboards & Wallboards Free Trial
Mike Boyle
United Kingdom

"Talking to the remote workers (both by phone and regular face to face) remains a necessity. Monitoring tools are useful indicators but do not replace the 'one to one'."

Malick Mohamed
Center Manager
Ikas Technologies

"Perfromance report and appraisal based on agreed productivity, quality metrics.
Transparency in performance management will go a long way."

Natalie Romano
Managing Director
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
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
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

UK Data IT Ltd provides services to help companies who make outbound calls for sales, marketing, debt recovery, canvassing of opinion, charitable donations and market research.
Babumohanan Kv

"1.) Use task management. 2) daily/weekly reports. 3.) Get commitment about time estimates."

Steve Mosser
United Kingdom

"Same reports as in the call center but with some special remote features. For example real-time schedule adherence monitor and special real-time alerts for when something out-of-the-ordinary takes place (like the a worker disapearing because of a broadband fault)."
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

"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 - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS I... (read more)
Jacob Murray-White
General Manager
IVE Group Limited

"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."

Mary Naylor
VIPdesk Connect
United States

"This goes back to performance-based management. It is really actually easy--whether someone is remotely located or in a central location, they have tasks to do. Whether they are daily tasks, long-term projects, or a combination of both--someone either does what they are supposed to, in a timely manner, or doesnt."
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)
Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"I print a monthly phone and attendance report that shows the following how many phone contacts handled and received, avg hold time, avg talk time, avg work time, avg handled time. The attendance show absence, tardy, days worked.I compare results with peers to make sure each employee performs the same. Phone calls are monitored by management staff and coach trainer."
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

"You can use allsorts of methods from webcams to extreme software and also the metrics gievn back and voice recordings will give you a clearer picture of what is going on . Also keep setting them tests to complete every week or so - just to make sure there is no training gaps ."


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 - Motivating Agents With No Money!

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

Published: Friday, October 23, 2009

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2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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