Tips to Manage Remotely Call Center Agents

Managing remote call center agents can be difficult - but with the right tools in place, supervisors can effectively manage their agents from a distance.
As more organizations enforce permanent work-from-home strategies for their call center agents, supervisor’s must-have tools in place to assist remote management. In particular, digital tools including video conferencing, team collaboration tools, and workforce management (WFM) software can assist supervisors efficaciously in leading their remote Call Center agents.

How Has Call Center Management Changed

In the 2010s, speech analytics software and automation reshaped call middle management with its capacity to discover consumer frustration and factor managers to suffering agents.
In 2020, the COVID-19 pandemic demanded a further transformation as supervisors addressed new concerns. Suddenly, agents worked at domestic with school-age youngsters during the day and, more broadly, pandemic-associated worker shortages left call centers understaffed. In response, supervisors added flexible hours for the personal, corporation, and client needs, and split shifts for employees who could work in the morning and evening but had to assist children with virtual classes during the day.

Challenges in managing remote agents

The abrupt shift from traditional workplace surroundings to a work-from-home approach created limitations for call center supervisors, such as the following:

  • Evaluation: In-person evaluations became not possible as pandemic regulations physically separated supervisors from their agents.
  • Problem resolution: Supervisors, who used to be down the corridor or across the nook from marketers, misplaced the capacity to offer face-to-face guidance.
  • Collaboration: Supervisors and agents struggled to perform collaborative tasks that were easy to do in person, such as track communications, adding other team participants into their discussions, jointly viewing documents or music-associated documents.
  • Scheduling: Organizations that when published schedules on workplace whiteboards or paper needed to adopt new, remote-friendly.

Some Tools to Assist Remote Call Center Agents

Call center managers can overcome remote work challenges with some efficient tools as:

  • Agent analytics programs: Although many supervisors misplaced the ability to take a look at agents in person amid the pandemic, analytics programs provide more performance data than human observation, along with data to enhance coaching sessions.
  • Video conferencing: One-on-one video calls between supervisors and agents can interact with users more than standard voice calls, as they capture facial expressions and body language in addition to speech. Also, video conferencing can enhance crew meetings and agent training programs.
  • Team collaboration tools: Team workspaces allow call center supervisors and agents to take part in chats, segment topics of interest or concern and interact with people outside the call center. For example, product managers may need to include key agents in discussions about new enhancements based on input from consumer discussions.
  • Workforce management applications: Managers can't publish schedules on office whiteboards in remote painting settings. However, the WFM software can assist remote supervisors' schedules based on demand and enable remote agents to view their schedules and effortlessly trade shifts from home.
  • Cloud software: Basically, cloud-based applications can equip remote agents with tools to do their jobs from home. Cloud structures can also simplify growth and change based on consumer demands. Large, custom-designed, and complex call centers with on-premises structures can also benefit from cloud apps.

Biglop remote work techniques offer increased flexibility for employees and decrease real estate expenses for organizations. While the remote work model challenges call center management, digital tools which include agent analytics, video conferencing, collaboration tools, WFM applications, and cloud software provide a viable strategy.