Turning to remote agents for call center staffing positions can be a huge benefit to a business' operations. A broader pool of hires allows for better candidate selection, reducing the chance of a “best we've got” scenario. Thanks to a growing array of tools, we can make better use than ever of the remote call center agent. How do we get the most out of that association, though? We can start with call monitoring systems.
The name “call monitoring” alone sounds invasive. Using call monitoring the right way, though, can help make for better agents, better customer experiences, and a better overall outcome for all concerned. Telecommuting's biggest drawback for middle managers is that there's no one to manage. With call monitoring systems, that changes, and management can take place anywhere in the system at most any time.
Further, security is an important matter, especially where network connections are involved. Home networks are fine and well, but they do not, indeed can not, have the same level of security as a professionally-managed corporate network. Call monitoring doesn't help quite so much here, but it does allow for one central point of security breach, if by design.
Call monitoring also delivers value in making an employee feel like part of the team. When calls are monitored, it becomes easier to tell where there are issues in the delivered content, and make fixes accordingly. While call monitoring can feel invasive, and cynical employees might think of this as a way to establish a “paper trail” ahead of mass layoffs, using it as a means to help improve employee performance can be helpful and make the employee feel valued as a larger part of the operation.
Keeping employees productive isn't universal; even employees wonder if they owe an employer eight productive hours or if they only have to match the two or so that might actually be had in the office once you factor out all the useless meetings and such that a day normally sees. Call monitoring, when used properly, can be a great tool to keep the agents on task and delivering value. It's not always easy, of course; after all, those agents are human beings, and human beings commonly don't like being watched anywhere, even at work. It's part of using call monitoring, though, that it has to be clear that it's there to help, not to be used as a weapon against employees later.
Call monitoring can be a very big part of the picture when it comes to remote call center operations, and if it's used the right way, it can make more productive agents and a better overall picture.