Many call centers have shifted to the remote working model, also known as a virtual call center in the last decade. The COVID-19 pandemic increased this number of remote call centers.
This transformation can be achieved because of progressions in technology digitization and a positive shift in culture. Cloud call center solutions, especially virtual call center software, gave freedom of working from anywhere to agents.
Even if technology has made it easy, running a virtual call center can be complex if you do not have a proper working model. Below is everything that you want to know to manage virtual call center agents.
In this article, you will learn the top tips to effectively manage the remote call center and workforce without much hassle.
Get Ready with Right Tools
As you have decided to run a virtual call center with a remote team, you require configuring a virtual call center software hosted on cloud space. It will help you run your services easily.
Live Monitoring Is Must
Monitoring mechanisms are additionally essential in virtual call centers. A call center solution providing live statistics will let you achieve exactly that – real-time monitoring of actions. Furthermore, with the dashboards offering live and historic data, the managers can review the actions of agents as well as can recognize each emerging trend. As you cannot have physical meetings or communication with the agents, you can use reports and dashboards provided in the virtual call center solution.
It is also known as gamification. It means the treatment of the call center works as game-design elements. For instance, holding a contest amidst the agents to examine who achieves the best first call resolution rate within the shortest time. These practices, guidance, and a spirit of the game are exceptional motivators for the agents to aim to be the best. Giving incentives and rewards to the winners will drive the spirit of achieving more. This will increase the productivity of remote agents.
Your agents are working remotely and usually do not have physical interaction. This makes the onboarding and training program challenging. Not to worry. Call center software lets you create a knowledge base. You can also use smart call center software or an omnichannel call center solution to provide better remote training to encourage the trainees. Furthermore, you can begin a Google group or forum where agents can communicate and receive solutions to their issues.
Keep agents rejuvenated
Operating from remote locations can be isolated at points. It is vital to motivate agents by arranging group activities and team collaboration. There are sufficient tools accessible in the technology world to achieve this like Facebook for the Workplace. It is an amazing platform for employees to communicate, collaborate, and exchange information and at the same time having some light moments. Moreover, if a hybrid work model, having some employees working from home and some of them working on-premises, you can arrange games for the in-house team, in which, the remote team can join. This will not only make them feel motivated by rejuvenating themselves, but it will also help improving productivity.
Author writes on call center topics such as call center solutions, virtual call center software, smart call center solution, call center CRM integration, VICIDial customization, etc. The company also offers development services in different VoIP technologies.