As commuting expenses climb and employers search for ways to attract and retain agents, call centers are finding that more and more agents choose to work from home. This arrangement can be advantageous for both employer and employee if handled correctly. Here’s how to excel in management of remote agents:
1. Ensure adequate visibility into call center metrics. When all agents were in the same office, it was easy to use wallboards and traditional call center signage to communicate real-time queue stats to agents. Now, companies rely on “virtual wallboards,” which send the same statistics on wallboards to agent desktops – no matter where they are.
2. Create “virtual comraderie.” Often when employees work from home they lose the feeling that they are part of a team working toward a common goal. Be sure to create enough opportunities for interaction among employees.
3. Demand complete focus. Agents need to understand that working from home requires their full attention — nothing is less professional than a customer hearing a barking dog or crying baby in the background when they call your company. Establish these rules early and avoid problems later.
If home-based agents are equipped with the same technology as in-house agents, they can perform at their peak potential. Inova Solutions offers an intuitive application to give home-based agents real-time KPI visibility on their home computers. Check it out here or call 1.866.686.8774 to learn more.