Call Center Scheduling Featured Article
The Right Telecommuting Plan Starts with a Little Homework
The individual who always wanted to work from home sometimes finds that the balance between home and work is a little more difficult to achieve, when left to their own devices. Some love the freedom, while others struggle to focus on work during work time. For those worried about call center scheduling, organized telecommuting may actually provide exactly what is needed – for the right individual.
The good news is that technology has evolved to the point that telecommuting is more than just taking a stack of papers home from the office. Today, professionals are using little more than a smartphone to stay connected to the systems and processes they need to conduct business. For the call center industry, being able to connect with the call center platform to make and receive calls is simple, allowing professionals to work from anywhere.
While this arrangement is good for those who want a flexible schedule, it also bodes well for the call center. The benefits, according to a recent Monet Software (News - Alert) blog, include happier employees, lower overhead, reduced attrition rates, access to a workforce outside of the geographic boundaries and even greater flexibility in call center scheduling.
At the same time, there can be challenges to the work from home model, especially for those companies who have yet to embrace the transition. As long as you’re aware of the potential bumps in the road, you’ll be better equipped to overcome them and make the strategy work.
According to Monet Software, this means you have to choose the right agents. Not everyone is wired to effectively work from home. The individual who works from home in front of the television is not the individual you want on your team. You need the person who is focused on the tasks at hand and want to do a good job. That means you also need to have the right policies in place to support the employee and also reinforce what you expect from them while on the job.
At the same time, that means you need to have the right technology in place. If you expect the employee to use his or her equipment and their only access to the Internet is a dial-up connection, you’re not going to get the results you need to satisfy the expectations of customers. Provide your agents with the technology they need to get the job done right and to deliver the kind of experience your customers have come to expect.
If you haven’t launched a telecommuting strategy in the past, you have some work to do before you pull the trigger. The good news is there’s companies like Monet Software ready to help. The provider has been down this road with other companies in the past and can help you pave the way.
Edited by Stefania Viscusi