How To Set Up A Remote Call Center?

The latest practice in the field of call center software solutions is the remote contact or call center. The traditional call center required your agents to work from a particular center at a particular time. But times are changing, and so is the work culture. Many fields have embraced the concept of “Work-from-Home” and so have call centers. It is actually a profitable situation for both the agents and the managers. If you're running a call center, you don't have to worry about the costs or the hassles associated with on site agents.      

 Also, research has shown that such remote call centers    actually increase the productivity of agents and in turn      guarantees a better revenue. 

 Plus, do you realize how easy this will be on your pocket?  You will not require an elaborate office to run your operations nor will you have to pay for expensive outbound call center software! This remote call center is a fairly recent phenomenon - owing to the apprehension and hesitation of managers. Yes, you'll have to be twice as vigilant and pay even closer attention to customer service; but once you get the hang of it, this will alter the face of your business. 

So if you've indeed decided to start a remote call center, this is a smart move on your part from the business point of view. Now comes the hard part - setting it up. But don't worry- this here is a list of all the things about  remote contact center software solutions that you need to keep in mind -


1) The question of quality

What most people are worried about when it comes to such unseen workforce is that physical presence is lacking. In this field more than anything else, physical presence is deemed important. But this is just a question better training, managing the cloud contact center software, recruiting and improving productivity. You need to go step by step and every step requires a certain amount of caution. Remote workforce does improve productivity since the agents are working from the comfort of their own home, only if you, as a smart manager, know how to make the most of the situation.  

2) Recruiting

This is the phase where most people go wrong. Whereas tool such as the cloud customer service software remains largely the same, the modus operandi changes. While recruiting, you cannot just hire agents on the basis of ordinary requirements. Obviously, you will have to look at their work experience and the skills they possess. But more importantly, you will need individuals who are motivated and career driven. They need to be enthusiastic and eager to be a part of a new ambience. These are the kind of people who won't let you down and they are the ones you can count on.  

3) On-boarding

Have you managed to get talented and skilled individuals to be a part of your workforce? Then the good news is you wouldn't have to worry too much about motivating them and training them since they're already well trained to be efficient virtual agents. However, as the manager, you can make the transition a tad bit easier for them. Efficient login processes, streamlined processes for operations, clear guidelines - these are a must. If they have queries, it is your duty to attend to them and make sure they have access to technical support. 

4) Performance management

If you're at a traditional call center and you want to check on your agents, all you have to do is step out of your cubicle. But that's not possible with remote workforce. In these cases, you're blindly relying on a bunch of people and their skills. While that does have its perks, there's always a chance that performance might suffer a setback in some cases. At home there are greater chances of distraction especially since there is no manager breathing down their neck.  You could employ real time tools that would keep open lines of communication and also provide for smooth functioning. Feedback is of the utmost importance with remote workforce, since that's the only way to know how you're actually performing. 

Using remote workforce could be the best thing you've ever done provided you manage to lead your team the right way. Getting the best call center software, hiring the best  remote agents, keeping an eye on feedbacks, checking customer service- these are a few ways by which you could set up a well functioning and efficient remote call center.