The work from home (WFH) revolution is in full swing. Actually, it’s been in full swing here at TeleDirect, as many of our top-trained call center agents have been working remotely for years. Thanks to our business process outsourcing (BPO) expertise for call center platforms, TeleDirect’s WFH systems keep our employees engaged and always in the loop, which results in exceptional customer service metrics.
Sure, working from home has its share of advantages, including work-life balance, avoiding the “rat race” and commute-related issues like traffic, and much more. But remote working also has a few challenges, and this article provides some call center management tips to keep your agents always feel like they’re part of a productive, purposeful team!
How can you ensure your agents are able to deploy effective call center strategies, all while working remotely? Keep reading for helpful tips for working in a call center!
Effective Call Center Strategies – Keeping WFH Agents Active, Alert & Engaged
It’s imperative that employers, particularly call centers, always give their WFH agents the tools and resources to provide value & results for end clients. That’s been a core part of TeleDirect’s company culture since our founding.
The following call center tips are ideal for any company looking to improve their current ways of working. Try these tips for working in a call center, especially for remote employees. Bottom line – take care of your WFH agents, and they’ll take care of your customers!
- Define clear schedule parameters. Of all the management suggestions and tips for working in a call center, this one is the easiest to skip. But it’s also imperative to keep your WFH agents from feeling overworked, whether they’re working on inbound or outbound activities. If you deviate from the schedule and ask your call center agents to fill in repeatedly, their work-life balance – a key component of the WFH lifestyle – quickly disappears.
- Stay current with training. Perhaps the most obvious of all call center tips for managing WFH agents, this means keeping all employees current with your procedures & policies. The remote aspect of working from home is quickly bridged with through training and up-to-date resources. Keep your agents connected this way, and your call center will always provide top-notch customer service!
- Celebrate success. From remote happy hours to performance incentives, there are many ways to keep your WFH agents happy. Provide frequent, scheduled times to reflect on success and acknowledge outstanding performance, regardless of your call center’s industry!
One of Our Best Call Center Tips: Join TeleDirect Today!
As one of the pioneers of outsourced call center excellence, TeleDirect has always put our WFH agents first. If you’re interested in joining a leader in the field, apply today! We’re always looking for talented, passionate professionals to improve our existing services!
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Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.
