There’s no question that remote workers can be a huge asset to any call center. When agents have the freedom to work from home, they are able to have more flexible hours, making it much easier for call centers to staff every shift. It also increases the talent pool, as call centers can hire people who are unable to get into the office every day. Perhaps most importantly, remote workers decreases call center turnover, something that many call centers struggle with.
While the benefits of remote workers are evident, and technology makes implementing remote workers easier than ever, some call center managers are still hesitant to commit to allowing agents to work from home. Following these best practices can assist in making the transition to remote workers smoother.
- Hire the right agents for the job. Look for agents that you feel confident are able to work independently, with little direction or supervision. It’s important that your staff doesn’t get easily distracted or off track.
- Set your expectations early. When hiring remote agents, or allowing your current staff to work from home, ensure they know right away what you expect. Set productivity goals, and monitor them accordingly.
- Hold regular in-office meetings. Bring your agents into the office at regular intervals. Hosting face-to-face meetings can make agents more comfortable to address new ideas, things that need improvement, and receive feedback. Making them feel like part of a team is also key, and being able to place a face to a name with their co-workers makes them more likely to collaborate with one another.
- Use high quality virtual call center technology. Skimping on call center technology is not going to work when utilizing remote agents. Because they’re not in the office, real-time monitoring and call recording are much more vital to ensure that the agents are remaining productive.
Remote agents can make life for call center managers much easier: their employees are happier, relieving much of the stress that’s commonly found in physical call centers.