What to prepare when setting up a call center from home
With the pandemic still ongoing, the only way you can continue your operations is by working from home. Many companies worldwide, even BPOs and contact centers, have forced their way and are slowly adjusting to this setup.
If this is your first time in doing so, you have to prepare a few things so your call center team can easily adjust to remote working. Here are some of them.
Expectations and benchmarks
First, set your expectations, objectives, and benchmarks at hand. Remote work requires tons of adjustments, especially for the first time. For instance, team leaders may find it difficult to monitor and handle reports when they don’t see their teammates regularly.
This is why you need to communicate these things at hand and constantly monitor them to make sure your team’s performance will still be consistent.
Not all of your employees may have a laptop or desktop at home or even one that will pass your compliance standards. For this, some companies prepare laptops with data security features and other equipment that their teams can use when working.
If it is impossible to do this, you can always lend them the ones they use for in-house work. One advantage of it is that they can still access work files stored in their hard drives, aside from cloud backups.
Good phone and internet coverage
Also, your remote team won’t be able to work properly without a clear phone signal and fast internet connection. You need to make sure they can handle calls properly at their homes, especially when your client expects a high volume of calls each day.
Companies with a distributed workforce usually give allowance for internet connection and other related services an employee might need. You can do this as well for your team.
Navigation of online tools
Online collaboration tools will be needed more than ever since everyone works away from the office. You should also have to get used to training new hires with these tools as long as you have to. So, use these to make your teams work and collaborate better remotely.
Challenges in compliance
When you have an international compliance certification, you might face challenges when documenting and monitoring your performance. With this, you need to improve your policies, standards, and metrics that would adapt to your remote environment.
As needed, you should strengthen your processes and strictly monitor your employees’ performances. And you can make this possible through constant communication with them.
Focused training for each employee
The good thing about remote work is that you get to have more focused virtual training for each of your employees. Use communication tools such as Skype and Zoom to have a one-on-one or small group training for this approach. This is helpful in training them with skills such as compliance, process adherence, and effective communication.
With focused training, you can see better how your team improves since they can apply their learnings more.
Strengthening support for agents
Lastly, your remote team will always have work difficulties that they might not communicate with their team leaders easily. With this, you have to strengthen your support lines for each of your employees. Moreso, they should be able to communicate with their colleagues in real-time, if possible.
With this, they will still feel that they are part of the company and are valued in any way possible.