The advancement of online technologies has opened a broad range of options to all people. Business owners have found numerous ways to benefit from this fact as well. Call center managers, for example, consider it very convenient to use the services of home-based employees. However, we should admit that this innovation has resulted in unpredictable challenges, which are initially associated with the effectiveness of remote staff management. How can you identify whether a person performs his/her duties appropriately without having a chance to control him/her, for instance? Are your employees responsible enough to contribute to better performance of your company? There are much more similar questions that bother call center managers. Therefore, they have found a perfect way out of this situation. They have learnt to apply specific measures that help them assess their remote agents without any particular effort.
Business (call center) optimization
Properly implemented call center metrics prove to be a powerful tool for the enhancement of the whole process of working. As far as they are characterized as non-intrusive, they do not prevent employees from performing their regular duties. They simply help the company management understand their current problems and ways of their solution. They also motivate the staff to work better for the benefit of the organization.
Major tasks of a typical call center
One of the drawbacks of employing home-based agents is that they do not cooperate with each other. Some of them admit that they lack communication and professional assistance, which is frequently reflected in the quality of their work. This is where call center metrics may become helpful. They provide a great opportunity to unite both in-house and remote employees into a single qualified team. Modern online technologies make it possible today to display these metrics on any desktop applications, thus providing home-based staff with the same data related to current phone call traffic as office employees have. Call center managers have learnt to measure the productivity of remote agents’ work by means of the above mentioned information technologies as well. No matter what call center metrics you decide to apply in your company, you will not face problems with home-based employees. Reliable Internet connection is what will help you succeed in this process.
The growing number of call center managers realize the benefits of employing remote agents these days and try their best effort to utilize the most important call center metrics (such as average call handle time, first-call resolution rate, service level, employee and customer satisfaction, forecasting accuracy, contact quality etc.) to their advantage.