Who’s on a dead call, on not-ready or pause, how many calls are active, and how many agents are available. ![]() You want a dialer system that shows in real time what’s happening with your at-home agents, with a clear dashboard to monitor every employee and their status. “Right now, we’ve got about 400 agents working remotely from home, and we are able to see what they’re doing at any time.” - Heather Griffin Real Time Reporting Tools So the question is, how are you going to monitor their time and productivity? You need tools that provide real time reporting and historical analytics. ![]() “Make sure you have a really clear path for all of your workflows when you move to remote.”Īccountability tools when managing work from home agents Is an escalation now going to be taken as a call back? Or are you going to transfer the call to a supervisor? What if the supervisor’s not available? Have a remote communication plan for handling call escalations.So reserve email for communication that isn’t time sensitive. When agents are dialing, they’re typically not checking their email-nor do you want them to. Email is best for high-level communication, especially as a follow-up to your daily team meeting.This should happen at least once a month, if not twice a month, or weekly if possible.” “You should make it a 360 and really hear back from the employee and what they want to see in the business. One-on-one meetings, preferably via webcam, give supervisors and employees the opportunity to communicate clearly about goals, historical performance, and career growth and progression.Broadcast chat helps leadership get out quick messages to the remote team. Instant messaging/chat is your go-to tool for individual and small group communication throughout the day.Use this opportunity to communicate essential company updates, events, goals, and shoutouts through video conference technology to connect the call center team with leadership and with one another. Hold a brief daily company and/or team meeting led by a member of leadership. ![]() Hearing the voice of leadership give clear direction and guidance, and seeing familiar faces makes a big difference in keeping your WFH agents motivated. Communication best practices for your remote team Managing at-home call center agents effectively means providing support that keeps them connected with good communication, accountable to productivity goals, and positively motivated with employee engagement. Be sure to provide clear instructions to remote agents on how to connect their computer to an ethernet cable.īest Practices for Managing Productivity of a Work from Home Call Center Few things are more important to the remote call center than a reliable internet connection. Recommended: A wired ethernet connection. Connectivity for At-Home Call Center Employees Not recommended: Your agents shouldn’t have to worry about installing or updating software on their computers. C onvoso has these capabilities and more, and was built with remote call centers in mind-don’t hesitate to ask us if you have questions. This will get your agents up and running more quickly and help improve quality. Choose a browser-based dialer with multiple outbound dialing modes, prioritization for inbound dialing, and built-in dynamic scripting. Recommended: A remote call center operation definitely needs a web-supported SaaS dialer platform. ![]() Not recommended: Earbuds, hand held phone, speaker phone. Recommended: Remote agents need a headset compatible with your dialer system, preferably with echo-cancellation built into the microphone for the best possible call quality. Not recommended: Personal devices, due to potential security concerns, as well as the inability to confirm technical specs and capacity to complete work-related tasks. Recommended: Provide at-home agents with laptops or Chromebooks with built-in webcams, that are dedicated to work and dialing. Work From Home Call Center Hardware WFH COMPUTER The most basic requirements to get your agents set up with a virtual dialer are a computer, a headset, and a stable internet connection. Technical Requirements for a Work from Home Call Center The good news is, it’s simpler than you think.” - Bobby Hakimi Download now “Over the last few weeks we’ve been busy working with call center owners on their transition to work from home agents.
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