How to Manage Remote Call Center Agents?

With the advancement in technology, the call center agents are not limited to office space.

Call center agents have the luxury of working from anywhere because of high-speed internet availability, cloud networks that powers VoIP and contact center solutions, etc., giving them access to work remotely.

But this luxury has become the necessity due to the Covid-19 pandemic.

Therefore, it is important (now more than ever) to understand how to manage remote call center agents because a large part of the workforce are and will be working from remote areas.

A. 10 Ways to manage remote call center agents

1. Communicate expectations to agents 

Agents who work remotely faces many challenges as compared to agents who work on-site.

When agents work remotely, they do not have the luxury of many resources such as in-person feedback.

Make sure to clearly communicate and set remote work expectations.

Also, measure those expectations against important KPIs such as Occupancy Rate and Average Handle Time that makes sure you know how productive are agents in their work.

2. Hold video conferencing meetings

When call center agents are working remotely and you have no physical contact with them, it is best to use video conferencing tools that help you connect to agents.

Also, it is the best way to get informed about the activities they are performing directly with the agents.

Doing team meetings using video calls helps agents to meet each other and make them feel that they are not working alone.

Video meetings ensure that other team members listen to the information you are sharing.

Video calls also makes agents feel that they are not working remotely.

3. Motivate agents with rewards and incentives

You cannot keep an eye on agents 24/7 when they are working remotely as compared to when they are working on-site.

So, if you want that agents works efficiently even when no one is looking, then the best way is to reward agents for the work they have done.

You can start by giving scores to their everyday tasks and based on their scores, you can reward them prizes.

This will feel like a game and agents will be motivated to do their best.

All this will make the task of managing remote call center agents a little easier.

4. Ask for customer feedback

Asking for customer feedback is essential for call center quality assurance, especially when managing remote call center agents.

By providing customers with polls or surveys, immediately after a call or a few days later, it helps you gain a different perspective of how agents are performing.

This is important because what you think is happening and what is actually happening can be totally different and you can gain this perspective only from customers.

You can understand whether they are taking too much time or not to provide solutions, the way they talk is in line with the benchmarks set or not and more.

Collect and analyze this feedback and use it to improve remote call center agents‘ performance.

5. Use tools to keep a check on agents

When you are working remotely, it can be hard to look into individual performance and keep a track of activities they are performing day in and day out. Adopting call center practices is crucial in such situations.

This calls for you to invest in tools and mechanisms that will help you look into the activities performed by agents and the interactions between agents and customers.

Having the right tools will help keep a check on agents and brings transparency to your daily processes.

Also, agents will know what they are doing and how other team members are performing.

Select the right call analysis software that helps you communicate with agents, analyze the agents interactions with customers and give opportunities for personalized coaching.

You can use conversation intelligence softwares like Enthu.AI that helps to monitors and analyzes customer interactions and provides you feedback for each call.

6. Provide autonomy

To manage remote call center agents, effective call center management involves empowering them to make decisions

But before doing that, you need to make sure that agents know what is expected of them, they are well-trained on tools and resources they are going to use, and have a framework for accomplishing their goals.

After this, you can give them autonomy to do work.

You can let them decisions on their own as long as they are meeting deadlines, you are communicating with them on regular basis, you are giving them proper feedback and more.

If you’re willing to go the extra mile, you can extend your employees’ autonomy to their control over where they work.

By allowing your team to work from anywhere, you’re truly setting them free while opening your business up to the advantages of hiring internationally.

7.Secure VPN Access

Set up a virtual private network (VPN) to provide remote agents with secure access to the company’s systems and databases.

A VPN establishes an encrypted connection between the agent’s device and the company’s network, ensuring the confidentiality and integrity of customer data.

A virtual private network (VPN) is a crucial tool for remote call center agents as it creates a secure and private connection over the internet.

When agents connect to a VPN, their internet traffic is encrypted and routed through a secure tunnel to the company’s network.

This encryption ensures that any data transmitted between the agent’s device and the company’s systems remains confidential and protected from unauthorized access.

8.Collaboration and Communication Tools

Utilize collaboration and communication tools to facilitate effective communication between remote agents and team leaders.

Providing timely support to remote agents. Leveraging collaboration and communication tools can bridge the physical distance between team members and enhance overall efficiency.

Agents can use these platforms to ask questions, seek clarification, or share important updates. Team leaders can respond promptly, providing immediate support and guidance.

Instant messaging also allows for the sharing of files, documents, and screenshots, facilitating efficient information exchange.

9. Virtual Training and Support

Develop virtual training programs to onboard and continuously train remote call center agents.

Utilize webinars, online training modules, and video tutorials to provide agents with the necessary product knowledge, customer service skills, and troubleshooting techniques.

Webinars can be used to cover specific topics in-depth, provide demonstrations, and engage agents through real-time Q&A sessions.

Virtual workshops can involve group activities, role-playing exercises, and case studies to enhance learning and application of knowledge.

10.Provide Technical Support

Ensure that remote call center agents have access to technical support when needed.

Establish a dedicated support team or help desk that can assist with technical issues, software troubleshooting, or connectivity problems.

Promptly address any technical challenges to minimize downtime and maximize agent productivity.

Implement proactive monitoring systems to identify and address potential technical issues before they impact remote call center agents.

Monitor network connectivity, software performance, and system stability. Conduct regular system checks, and promptly address any detected anomalies or areas of concern.

FAQs

Q.1. 10 Ways to manage a remote call center agent?

To manage remote call agent are : Communicate expectations to agents, Hold video conferencing meetings, motivate agents with rewards and incentives ,ask for customer feedback,

use tools to keep a check on agents ,provide autonomy, secure VPN access, collaboration and communication tools, virtual training and support, provide technical support.

Q.2. What is the biggest challenge about working in call center?

Dealing with irate or difficult customers ,meeting performance targets, handling technical issues, meeting performance targets.

Q.3. How do you manage call center agent?