Call Center Scheduling Helps Manage Remote Agents
The mobile workforce has quickly become a popular option for various industries because employers see it as a way to empower their employees with more flexible schedules. Although some companies may still be hesitant to implement work-at-home policies because they’re afraid people won’t actually work from home, their fears aren’t founded in truth. Plus, let’s be honest, if someone is the type of employee to not actually work while they’re home, they’re probably not doing much work in the office either.
One area where the remote workforce has completely taken off and shown success is in call centers. A good number of call centers employ remote workers, and there are countless benefits that go along with that decision. For instance, employing remote workers from around the U.S. allows call centers to be open longer during the day. This is important for bigger organizations because it allows them to break away from the limiting 9 a.m. – 5 p.m. EDT schedule, which is when most people are working. With remote workers, a caller from Arizona wouldn’t have to worry about somehow meeting those hours, because there would be an agent on call in her own time zone.
Longer work hours are just one of the many benefits of enabling remote workers in the call center—we won’t even go into how it makes agents happier, which then results in better customer service experiences. The trouble, though, comes from managing all those remote workers. This is where call center scheduling software and workforce management (WFM) solutions can come into play.
In terms of scheduling, software is available to help call center managers keep track of who is working when. It can be difficult enough to keep tabs on employees who are in the physical office, let alone ones that are spread across the globe or country. Likewise, call center scheduling solutions can also help managers with things like PTO by allowing agents to put in for time on their own.
Other solutions, like WFM, empower agents by giving them the best tools possible to interact with customers. There’s no reason that an agent working from home shouldn’t have the same capabilities as someone working in the call center. Therefore, solutions are available that ensure agents can help callers to the best of their ability each and every time. They also allow managers to check call logs and reports, and see what exactly agents are up to during the day, whether they’re working remotely or not.
All in all, remote agents are a resource call centers should be utilizing. The pros far outweigh the cons, and solutions are available to make managing these agents easier than ever.
Edited by Maurice Nagle