INVEST IN REMOTE- SPECIFIC TRAINING AND SKILL DEVELOPMENT PROGRAMS TO EMPOWER AGENTS ... TO EXCEL IN THEIR ROLES ...
• Enabling virtual side-by-side assistance allows support staff to observe and guide remote agents through challenging situations in real-time , fostering learning and skill development .
• Lastly , refer to this article , " Do We Need Disaster Planning ?", for a list of preparing and recovering from major technology issues .
Performance Monitoring
Irrespective of whether you are working in the office or remotely , we all monitor performance . For good reason . It tracks your center ' s current performance and reveals possibilities to improve it , such as by identifying agents ’ strengths and weaknesses : and responding with coaching and training to bring the best out of your people .
However , managing performance in a remote setup presents challenges compared to traditional office environments . Let ' s explore some of the key differences .
• Lack of Direct Oversight . Remote agents may feel less supervised and accountable compared to their on-premise counterparts , leading to potential productivity and performance issues .
• Communication Barriers . Without face-to-face interactions , it ' s harder to provide real-time feedback , clarify expectations , and address performance concerns promptly .
• Distractions and Work-Life Balance . Remote agents may struggle to maintain focus and productivity amidst home distractions , impacting their overall performance and efficiency .
... MANAGING PERFORMANCE IN A REMOTE SETUP PRESENTS CHALLENGES COMPARED TO TRADITIONAL OFFICE ENVIRONMENTS .
22 CONTACT CENTER PIPELINE
The other day , I noticed calls piling up in the queue , but one of our agents seemed stuck in ACW for over four minutes .
I reached out to see if everything was okay , informed him about how long he was in ACW , and told him we had calls waiting . The agent admitted they ' d forgotten they were still in ACW . It made me realize that while performance metrics give us a snapshot , they don ' t always tell the whole story . Sometimes , there are unexpected hurdles , like the CRM logging agents out mid-task , leaving them to start over again .
INVEST IN REMOTE- SPECIFIC TRAINING AND SKILL DEVELOPMENT PROGRAMS TO EMPOWER AGENTS ... TO EXCEL IN THEIR ROLES ...
Here are some strategies to help remote agents excel and meet performance expectations :
• Set Clear Expectations and Goals . Set transparent performance metrics and goals , ensuring remote agents understand their expectations and how their performance will be measured .
• Have Meetings and Huddles . Schedule frequent one-on-one meetings and team huddles to provide ongoing feedback , support , and coaching to remote agents , fostering a sense of connection and accountability .
• Leverage Technology for Monitoring . Utilize performance tracking tools and software to monitor remote agents ' activities , identify areas for improvement , and provide timely interventions as needed . Usually , your call center ' s phone system tracks the agent ' s activities , such as taking calls or breaks , which is typically sufficient .
COACH ' S CORNER
• Encourage Collaboration and Engagement . To boost morale and motivation , foster a collaborative and inclusive remote work culture through virtual team-building activities , knowledge-sharing sessions , and peer recognition programs .
• Quality Assurance ( QA ). Regular QAs to ensure agents perform calls per your center ' s standards and that customers are provided accurate information while receiving excellent customer service . It ' s not just about checking boxes : it ' s about spotting trends , finding areas for improvement , and helping agents grow through training and coaching opportunities .
• Provide Training and Development . Invest in remote-specific training and skill development programs to empower agents with the necessary tools and resources to excel in their roles , enhancing overall performance and job satisfaction .
Finally , provide agents with tools to view the number of calls waiting in the queue , their metrics , and call forecast , to name a few , so that agents have some visibility into the operations . I wouldn ' t recommend allowing agents to view other agent ' s real-time activities .
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods . With an academic background in Business and Innovative Education , he provides coaching to agents with empathy and skill . He stays up-to-date with industry developments from his base in Indianapolis , Indiana .