Many businesses are hiring remote workers or allowing employees to work from home so they can save on expenses and boost employee satisfaction and productivity. Call center software, paired with the connective power of the internet, offer a great opportunity for businesses to successfully employ and manage their remote agents.
While a remote workforce is extremely beneficial to both companies and employees, it can be challenging to properly train, motivate, and monitor your agents when you don’t spend time working together in person. You can use these tips to ensure your remote agents are fully trained and engaged in their virtual call center work.
Implement Cloud-Based Call Center Software
Remote employees can access your company systems and the tools they need to do their jobs effectively through cloud-based call center software. Cloud-based software solutions can be easily and securely accessed by your remote agents, and all they will need to begin their work is a high-speed internet connection, a computer, and a headset.
Cloud-based call center software also come equips with quality monitoring and training features to help you teach your remote agents to use the system efficiently and maintain the highest level of customer care quality possible at the same time.
Ensure Quality Through Call Monitoring and Reporting
Consistent, ongoing training is an important aspect of remote agent success. Call center software contains some great tools that you and your management team can use to assess your remote agents on an ongoing basis. You can monitor live calls in progress or listen to call recordings to make sure that your agents are performing to your expectations.
You can also use call monitoring and reporting to look for coaching opportunities as your remote agents learn and grow in their roles. You can help them master system tools and make sure that their job performance stays consistent through careful monitoring and training to help them succeed.
Provide Team Collaboration Tools
Team collaboration tools are essential for remote agents. As your remote employees are learning, they can benefit from the experience and knowledge of their peers and managers by communicating and collaborating quickly and easily through a team chat or video conference.
Team chat tools can be especially integral in training, because much of what your agents will be learning will truly come from answering calls and using their systems and knowledge to help assist your customers. Chats are a great way for agents who are still learning to connect with more experienced team members to ask questions or seek advice quickly so they can help customers without delays.
Use Video Conferencing for Training and Coaching
Connecting with your remote agents in a virtual, face-to-face setting is the ideal way to communicate during training. You can use video conferencing for your training sessions and ongoing coaching meetings to ensure that your agents are on track in their learning and adjusting well to their role as a remote agent.
Video conferencing software is low cost to free, and can add an element of personalization that will help your agents learn more quickly and continue to do their jobs more effectively.
Foster Virtual Employee Engagement
Engaged employees will enjoy their jobs more and work harder as a result. In a virtual setting, it can be more difficult to create a strong company culture that engages your employees, so it’s very important to start at the beginning of their employment. You can hold video conferences to share your company goals and visions, and demonstrate just how important the remote agent’s role is in helping your company meet their goals. This will help employees feel included and invested in your shared success.
Another great way to foster engagement from the beginning is to recognize your remote agents as they meet certain milestones in their training. Reward them and recognize them during meetings with the whole staff to help them feel appreciated and accelerate their learning.
Your remote agents will have questions as they are learning their new role in your virtual call center. Since they are probably working from home or another remote location, they may feel isolated at times when they are confused or do not know how to deal with a particular situation. Make sure that your remote agents know who they should contact for help in such situations, and offer various opportunities for them to ask questions and find answers they need as they learn.
Hiring a remote workforce can provide your business and your employees with many benefits, but it is important that you follow these tips to ensure that your remote agents are well-trained and feel engaged and supported in their work from day one.