Can You Monitor Work-at-Home Agents?

Many contact centers allow agents to work from home, which can be a tremendous benefit for employees with small children or long commutes to the call center. But it also makes it difficult to monitor the performance and progress of these agents.

In the contact center, agents interact with other agents, from whom they can gain knowledge and answers to questions. They also receive regular onsite training and coaching sessions from managers, which provide opportunities for any issues to be identified and corrected more quickly.

Since this is not always possible with agents working remotely, the contact center must rely on other means to make sure that its service levels are being met. The most prominent of these are call recording and quality monitoring.

By using recorded calls to analyze how an agent handles each customer contact, managers can cite specific areas where improvement is warranted. After awhile, telecommuting agents should be able to evaluate their own calls and change their approach as necessary for a more successful outcome.

Helping work-from-home agents achieve acceptable performance standards also becomes much easier with a quality monitoring solution. The in-depth analysis and consistent reporting provided by a QM system exposes areas where improvement is needed, and provides accurate measurement on changes that occur as new standards are adopted.

Finally, contact centers that encourage telecommuting would be better served by investing in acloud-based call recording model. Since all call monitoring, recording and analysis data is stored “in the cloud,” it can be accessed independent of location. So the same information can be retrieved at any call center workstation, as well as on mobile devices away from the office.