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At Home Agents: 3 Keys to Remote Management

As commuting expenses climb and employers search for ways to attract and retain agents, call centers are finding that more and more agents choose to work from home. This arrangement can be advantageous for both employer and employee if handled correctly. Here’s how to excel in management of remote agents:

1. Ensure adequate visibility into call center stats. When all agents were in the same office, it was easy to use wallboards and traditional call center signage to communicate real-time queue stats to agents. Now, companies rely on “virtual wallboards,” which send the same call center stats on wallboards to agent desktops – no matter where they are.

2. Create “virtual camaraderie.” Often when employees work from home they lose the feeling that they are part of a team working toward a common goal. Be sure to create enough opportunities for interaction among employees.

3. Demand complete focus. Agents need to understand that working from home requires their full attention — nothing is less professional than a customer hearing a barking dog or crying baby in the background when they call your company. Establish these rules early and avoid problems later.

If home-based agents are equipped with the same technology as in-house agents, they can perform at their peak potential. Inova Solutions offers an intuitive application called Inova Desktop Presenter to give home-based agents real-time KPI visibility on their home computers.

View real-time call center stats, wherever you are

Inova Desktop Presenter gives at-home agents access to the same real-time call center stats that would traditionally be shown on LED wallboards. But instead of a wallboard, the metrics are available directly on their computer desktops. This empowers remote agents to make informed decisions regarding their interactions with customers. For example, if the agent knows that the number of calls waiting in queue is unusually high, they can alter their talk time to accommodate more callers. Or if customers have been enduring excessive wait times, they can begin the call with a sincere apology for the delay.

The result of these minor adjustments is increased productivity and customer satisfaction. Contact an Inova representative today to learn more about how Desktop Presenter can help your contact center implement a successful remote agent workflow.