As technology continues to advance, remote call centers are becoming increasingly popular. One of the biggest draws is that they cut down on operational and IT costs. However, remote call centers are not without their challenges, with one of the main hurdles being how to implement effective management. This is your guide to managing your virtual call center staff at a distance.
Implement a Comprehensive Training Program
Building a great remote team begins with the training program. Since agents will not have the opportunity to work with more knowledgeable agents, it is crucial to have a robust training process in place. New hires should have comprehensive resources available to them that they can reference, as well as access to veteran agents should any questions arise.
Schedule Frequent Meetings
Communication is one of the main components of managing a virtual call center team. Schedule weekly video conferences. This allows your staff to stay informed and feel connected with one another. It is a great way to encourage employee engagement and foster a positive workplace culture.
Provide Collaboration Tools
Your team members cannot run over to another agent’s desk to ask a question or brainstorm. Providing collaboration tools allows your staff to collaborate with each other. The ability to share files internally and send messages back and forth is vital for managing remote call center teams.
Make it Fun
Just because your team is remote doesn’t mean there can’t be a little friendly competition. Increase motivation by offering rewards for high performance. Prizes can be anything from paid time off to gift cards. Games and competitions also provide a sense of camaraderie between team members, even if they are hundreds or thousands of miles apart.
Listen to Feedback
Gathering and listening to feedback is one of the best ways to determine which processes are working well and which ones need improvement. While not every piece of feedback will be actionable, taking it into account will help to improve your call center’s processes and workplace environment.
Rely on Management Tools
Using call center analytics and metrics can help you identify and address issues more quickly. For instance, you can track employee performance and customer satisfaction. You can use this information to measure your team’s performance against the standard.
Bonus Tip!
When it comes to making your call center’s next hire, let Salem Solutions handle the leg work. The hiring process takes a great deal of time and resources that are better spent on managing your team. At Salem Solutions, our staffing specialists will take the time to understand your staffing needs, sift through resumes, and send you only the most highly qualified candidates. Request an employee today, and let us do the rest!
