Reducing the cost of running a call centre is at the front of most managers minds. The idea of increasing your team with remote call centre Agents is appealing, as it removes the need to expand expensive office facilities and resources to cater for the additional headcount.
More and more organisations are looking to remote agents to enable this expansion but what are the risks of taking this strategy and how do you ensure they are delivering the results your organisation needs.
There is an ever expanding pool of potential Call Centre Agents that are not able to commit to an office based role, however have the experience and availability to remotely contribute 3-5 hours per day as a remote Agent. They have a computer, internet connection and would benefit from the additional income. To ensure that these resources are effective and the remote strategy delivers results we have put together the key elements to help ensure success;
- A Supportive Interface; for each campaign a remote agent is assigned to whether it is inbound, outbound or chat, Agents should be provided with the supportive scripts, objection handling prompts, reference material to ensure they can provide the same level of customer service an Office Bound Agent can receive. This interface also helps supporting up skilling on the calls.
- Visibility of Performance; as a remote agent it can be easy to become disconnected from the team and the organisation, having visibility of their performance against KPI's as well as support and assistance through live coaching from supervisors helps ensure the Agents feel supported.
- Centralised Reporting; without the visibility of agent performance organisations won't know who is pulling their wait or who needs support and assistance to improve their contribution. The contact centre solution should present all agent call activity in a centralised report to ensure supervisors know where they need to invest their time.
- Ease of deployment; Most remote workers are not technical boffins, therefore to deploy a contact centre solution for remote agents it needs to be simple, login to a website, plug in a head set and start making and receiving calls.
Ourtel, a contactSPACE customer has been successfully demonstrating the power and results that can be achieved with a remote agent based contact centre. To read about their experiences Click Here to view their case study.
For details on how contactSPACE can assist your organisation to expand with remote agents or to transform your call centre into a remotely executed structure click the link below for a free consultation.