The call center sector is one of those sectors that have stuck to the traditional brick-and-mortar way of functioning for the longest time. The reasons are feasibility, management of employees, accessibility to resources, etc. A virtual call center is a remote center that can be accessed and used anywhere. It can be premise-based or cloud-based according to the company’s requirements. It is beneficial for both employees and customers.
Here are 5 Tips to Manage Remote Agents
Generate Support
While working at the same place, it’s easier to support each other. But when everyone is working from remote locations, it can be tricky. It’s essential to use digital platforms to communicate and create a friendly environment for employees. Responsive grievance handling and problem-solving should be available. Flexible work environments can also help increase productivity, as a happy employee is an effective employee. When working hours align with their peak productivity hours, it supports them while benefiting the organization.
Empower Agents
The first step is to break down the vision and mission of the organization into goals and objectives. Then the agents have to be intimated about their role in fulfilling them. They need to realize their importance in the firm and have access to all the tools required to perform their duties to feel empowered. Provide regular online training and development sessions to upgrade or enhance their skills.
Analyze Reports
Virtual Call Center software & application has an optimum agent management system that keeps track of their performance in different areas. Many reports are generated based on parameters set by the organization. These reports are analyzed to identify KPIs, as they help communicate with the agent what can be improved. Individual data related to call response rate, first call resolution, average time, call escalation, etc., can help identify and offer a corrective measure. Proper monitoring would also help in enriching self-accountability.
One such example is Muzztech which provides an effective agent management system.
Team Collaboration Tools
Collaboration is the essence of a team. At office premises, it’s easier to build a collaborative environment when everyone’s seated close to each other. In the digital world, team applications and social media platforms help to create such safe spaces. Even with work timing flexibility, the manager schedules a morning call to set the tone for the rest of the day and helps agents in clarifying their daily targets.