Posted by April, 1 2020 8:29 pmon
We are all in the middle of a global pandemic outbreak right now, and if you are using ChaseData CCaaS, more and more of your call center agents are working from home. It is imperative that you know how to best manage remote agents while dealing with potentially higher than expected call volumes.
The more the number of COVID-19 cases grows across the world, states, counties and cities are even issuing emergency orders to shut down any facility where people are likely to gather and spread the virus. In recent weeks, we have all witnessed school closures, suspensions of sporting events, closure of non-essential business and yes, order to close call centers.
As scary as this global pandemic is for many people, especially those dealing with the health and economic impacts, it is more essential than ever that you have your remote call centers prepared and working properly to help deliver answers, save as much of your business as possible and maintain operational continuity in the call center despite COVID-19. That means making sure that your employees are actually working and managing the calls that they’re taking and making every day.
Are you a call center manager who is dealing with the stress of having to manage remote call center agents in the midst of this global pandemic? Use this guide to help you manage your remote call center agents at this time.
For example: If an agent is sticking to a script and doing a good job then send them a simple “good job” chat message. Conversely if things are going off the rails during a call, don’t hesitate to initiate a whisper coaching session.
Throughout the process it is important to monitor, score and track the agents’ performance. Agents who are consistently disengaged and under-performing are not likely to improve as this COVID-19 emergency continues. Everyone is simply not equipped for remote call center work and that’s ok. Good news, the agents who perform well, and remain engaged are likely to exceed performance expectations. Numerous studies have shown that remote workers are typically happier, more productive, and produces better quality work.