Call Center Management with Remote Workers
Because of technology, many business are opting to use employees that telecommute. Call centers are one type of business that is taking advantage of this technology. The internet makes it possible for people to share data and call center software no matter where they are located. Remote workers means less money in overhead fees so many companies are looking for ways to incorporate telecommuting.
When it comes to remote call center representatives training is even more important. Since there won’t be a boss looking over worker’s shoulder to make sure everything is going smoothly, the training must be even more thorough than that of representatives working in brick and mortar offices. Call center operators must use different tools in the hiring and training process to insure that the training is extensive.
Trainees may not travel to a brick and mortar establishment to complete their training but they don’t have to. Web cameras and internet phones service makes it possible to have virtual conferences as well as training sessions. The ability to view people in real time is a benefit to everyone involved: employees and employers alike.
Outside of the training and hiring process, remote workers are managed in the same way that in-house workers hours. The goal of every call center is customer service and that is one area that they will not compromise on; remote worker or not. Call monitoring is very common in traditional call center as a way to make sure that representatives are doing their jobs. Remote workers can be monitored as well using the same technology. The only difference is that they are monitored through call center software and not my someone picking up a receiver and listening in.
Whether we are talking about remote workers or workers who answer calls in-house, production is still very important. For people considering hiring a remote force, they may be concerned that workers are slacking off. But there are many ways to determine if a worker is slacking off or not. Making workers keep logs in one way. This may allow for some workers to fudge statistics but over all, many call center mangers believe that call logs are a very good idea. If something a little more fool-proof is need there are plenty of options.
Some of the programs instituted by call centers use workers webcams to make sure they are doing what they need to be doing. In an instant managers can see video of their workers at work. Other types of software are a lot less intrusive. There is software that can take screenshots periodically to ensure that workers are on task. For call centers who employ this time of call center performance management they have to be aware that many good employees may be turned off by these tactics.
More About The Author: Mark Strange is a frequent public speaker and blogger. He enjoys exercising his creativity, writing, and watching old movies. You can visit this valuable resource for more info about this article’s subject http://www.callcopy.com/products/performance-management You can find his contact information on the author’s profile page.
