Workforce Management With a Telecommuting Workforce
There is an assumption that it is easier to oversee contact center agent performance when agents report to work every day in the same facility as their managers.
But more contact centers are also beginning to recognize the benefits of allowing agents to work from home. These include cost reductions, hiring from a larger field of potential agents (who would not have to drive a long distance to work), and more flexible scalability than what can be imposed at a brick and mortar contact center.
The key to making it work is communication. That means regular meetings either in person or via conference call to keep everyone in the loop.
Workforce management software has also made this arrangement easier to sustain. Cloud software provides the same service capabilities to an agent’s home computer as they would enjoy at the contact center. No installation is required and data sharing remains secure.
With an automated, cloud-based workforce management solution, managers receive the same detailed reports and real-time information on employee performance, agent activities, shift assignments, schedule adherence and other data, regardless of whether the agent is working from home or elsewhere.
Helping work-from-home agents achieve acceptable performance standards also becomes much easier with a quality monitoring (QM) 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.
Managing a virtual workforce may seem like a challenge, but with a few common sense initiatives and the right technology, it’s an arrangement that can be beneficial to everyone involved.
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