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It's no secret that businesses across a range of different industries are having a hard time. Despite this the call centre industry has seen growth. The ability for agents to work from home means many call centres could continue operating without interruption. In fact, many have seen a greater return on investment derived from home data sets. Below we list some essential factors in adapting your call centre business.
It’s easier than you think to transition agents to home working from the office as our predictive dialler is based in the cloud.
You don't need much kit either. All they need is a headset, a computer and of course an internet connection. Most people have all of these already. If they don’t have the hardware, you can always let them take their equipment from the office.
The final step is downloading a softphone then asking their manager for their user credentials to log in and they're good to go!
Some managers feel call centre agents are not be productive at home compared to the office. However, this is a a widely held misconception and it could actually benefit agents with reduced costs and commuting times. As many managers will tell you, ‘Happy people are productive people’ most importantly happy people sell.
As agents aren’t in the call centre to be monitored, reporting becomes even more important. Here managers can assess performance levels and compare them to results when agents operated on the premises. Any drops can signify causes for concern and potential video meetings to discuss. Luckily our dialler and dashboard system can help you with this.
Keep in touch with your teams via group video chats, this lets them know they are valued, also encourage some one on one calls. This will allow employees to discuss any issues they are having or discuss their performance with you.
Having these regular online meetings will greatly boost team morale. Popular Apps such as Skype or Zoom video can help you do this.
You can keep track of your agents efforts by analysing random calls and listening in to check any distractions such as background noise or call quality issues.
Send feedback to your agents and let them know they are being monitored so to keep distractions to a minimum.
This will give your managers peace of mind that your agents are working from home properly and productively which will make sure call handling quality remains high.
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