Call Center Management Featured Article
Guidelines for Managing Virtual Call Center Workers
However you want to label it, the virtual, free-range, alternative or just plain not “on-site” workforce is growing exponentially. I’ve worked remotely for more than a decade and my husband has worked as a senior level manager remotely for several years. An increasingly virtual workforce offers a host of advantages to employers, but management of remote workers can present a unique challenge. This is especially true in the call center, where even on-site management has its difficulties.
The challenges of virtual call center management are completely surmountable, and in fact the remote work model is an especially nice fit for contact center agents. According to a recent SmartBrief article, there are three important factors for managing remote call center workers. The first involves creating an inclusive culture that features plenty of communication and strong sharing and interaction, so that remote workers feel motivated and part of the team.
Along the same lines, managers should go above and beyond to foster and maintain open lines of communication with their remote workers. Being geographically disparate certainly doesn’t equate to being detached from other team members or the company’s core business objectives. Order and discipline are also essential for virtual call center agents to truly achieve their maximum potential. Managers need to establish and enforce processes, aided by technology, to promote optimal efficiencies and productivity from all their workers.
One of the best ways to foster team spirit among remote call center workers is through virtual collaboration. This can include online meetings, chat rooms, conference calls, group community sites and exchanges and opportunities for online professional development.
The benefits of virtual workers in the call center are myriad. A recent study from Customer Contact Strategies found that talent pools rose by as much as 200 to 400 percent when agents were allowed to work from home. Turnover rates also dropped up to 50 percent, with absenteeism declining by 20 to 25 percent. Productivity gains ultimately rose by 7 to 15 percent.
Additional benefits include the obvious savings from not needing to maintain a physical office space, along with staff to run the operations of that office. Commuter congestion and pollution are also reduced with the prevalence of the virtual worker. Perhaps most importantly, remote workers tend to be happier and more productive as a result of being freed from commuting and having the flexibility and freedom to work remotely.
Happier employees lead to increased efficiency and productivity in the call center, and better overall outcomes. By employing some simple but extremely effective management techniques, call center managers can ensure their virtual workers live up to their full potential and become valuable assets to the overall business.
Edited by Erik Linask