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| Work From Home |
#1 Problems with IT
What’s the Fix?
It’s often possible to migrate older systems to the cloud to enable remote work. But a better solution is to switch to cloud-first contact center software.
If you still use legacy software, now could be the perfect opportunity to update. There are plenty of options available that can easily integrate with your existing platforms.
#2 Unsuitable Equipment
What’s the Fix?
Try to provide agents with the equipment they need. Let them take office equipment home when possible – this will save cash as you won’t need to buy new gear.
Or give agents a specific work-from-home budget to help them set up at home. This is an added expense, but the benefits of more consistent, higher-quality service may be worth it.
#3 Lost Personal Connections
What’s the Fix?
Workforce communication software is key. These tools allow agents to maintain relationships with other people at your company.
You can also use them to host meetings and team-building activities to keep people in the loop.
#4 Lack of Access to Information
What’s the Fix?
Create documentation listing common challenges agents face. Upload this to the cloud so everyone has access.
Knowledge base software makes creating these documents easy. These tools also often contain powerful search functionality that makes finding answers easy.
Good workforce communication software helps by allowing agents to contact experienced staff for answers.
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| Remote Call Center Jobs |
#5 Lack of Daily Structure
What’s the Fix?
There are things you can do to help. Consider setting regular meetings, check-ins, or even virtual coffee breaks at key points during the day. This will make shifts seem as normal as possible.
The idea isn’t to replace everything agents would usually do. It’s to take the essential activities that add structure to the workday and adapt them in a way that makes sense for your team.
#6 Insufficient Feedback
What’s the Fix?
Monitoring software helps solve the first problem. It gives managers insight into agent’s performance and goes some way towards making up for the lack of direct access.
You have many options to solve the second problem. Schedule regular performance meetings to highlight what is going well and could be improved.
Or create analytics dashboards that show each agent’s stats, so they know how they stack up. If you go this route, make sure you’re checking the right call center metrics.
#7 Uneven Relationships
What’s the Fix?
The good news is the survey respondents also pointed to potential solutions. They said managers that successfully managed remote employees were more likely to:
Check-in frequently and consistently.
Use face-to-face or voice-to-voice contact.
Communicate well.
Make their expectations explicit.
Be available.
Demonstrate familiarity with technology.
Prioritize relationships.
Consider these points if you manage both remote and office-based employees.
#8 Distractions at Home
What’s the Fix?
Providing agents with a budget to set up a dedicated workspace may help when a home is large enough to fit one.
Or you could allow greater shift selection flexibility, thus enabling agents to work when distractions are minimal.
In other cases, you may have to plan for disruptions and be flexible in how you deal with them.
#9 Security Problems
What’s the Fix?
The most effective thing to do is educate staff about the problems they may face. Put in place clear guidelines about how to work and what to do when threats arise.
Asking agents to connect to your network through a VPN will improve network security. Or consider providing secure work computers that you know are free from malware.
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