Call Center On Demand Featured Articles

Stay In Contact With Remote Agents Thanks to Virtual Technology

October 01, 2014

By Michelle Amodio,
TMCnet Contributor

Working remotely is beneficial to both the employee and the employer. Statistics all say good things; research suggests that workers without workplace flexibility would be willing to make substantial trade-offs to have access to telecommuting and/or flex hour programs; they were more satisfied and productive in the workplace when they have flexibility and control. In the call center, managers take advantage of the employer/employee benefit of working remotely, but how can an employer keep tabs on their agents?

Hosted contact center technology can help call center managers take care of business while managing geographically dispersed staff. Basically, going with a hosted model allows a contact center be in many places at one time; not only will managers be able to stay in touch with employees, but they can also offer services in different time zones which is an important strategy for any company needing to be globally present.

Contact center technology has progressed so much that supervisors can monitor and guide agents from remote locations. There are many communication tools available that can make the flow of information smoother and more meaningful. Online meeting tools like Skype (News - Alert) or instant chat can make keeping in contact with mobile workers easier than ever before.

Web-based software for recording timesheets, sending and receiving e-mails, or monitoring staff location can be valuable tools to keep track of your employees.

Make sure remote employees have access to the right communication tools. Teleconferencing, online-meeting and file-sharing services foster collaboration among remote teams. Confirm that everyone can stay in touch easily and access the information they need quickly and securely.

Tell remote employees how often you'd like them to check in by phone or email. Let them know you expect them to be reachable during office hours. Also, set clear goals and benchmarks to help mobile workers stay on track with objectives.

One of the biggest struggles in successfully managing remote employees is making sure out of sight doesn't mean out of mind. How do you manage remote workers?

Edited by Stefania Viscusi