Work At Home Agents
Agents are a critical part of your contact center operation and can consume 70%+ of your operating budget. Allowing agents to work at home is not only environmentally green, but it can lead to higher productivity, engagement, retention, and a better customer experience all while lowering your brick-and-mortar contact center costs.
OVERVIEW
Strategies to support remote agents
Supporting work at home agents is a breeze with Click2Coach’s on premise or cloud solutions. You can easily deploy and connect agents for omnichannel recording, quality monitoring and even remote live view to ensure you have the tools needed to monitor performance. Furthermore, you can leverage the coaching and training elements of our solution to ensure remote agents are getting the feedback needed to improve.
Here are some strategies to consider when implementing a work at home agent program:
Record all omnichannel transactions so you have a record for compliance
Schedule work at home agents and track adherence to schedules using workforce management
Record all remote screens not just the one in focus
Use coaching and eLearning to improve performance of remote agents just as you would agents on site
Use Click2Coach to automatically Monitor and Score every transaction
Use Click2Coach’s sentiment analysis to send real-time alerts to manage tough calls
Run AI analytics of remote work at home agents against other groups to calibrate and identify learning opportunities
Perform live view sessions when appropriate to see how agents are navigating systems and identify training opportunities
Deliver consistent feedback to remote agents to keep them engaged
Quality Monitoring: Objectivity and calibration
Work at home agents are an extension of your on-site agent workforce and their interactions, including voice, screen and omnichannel should be recorded. Using these recorded interactions, the next step in creating an exceptional customer experience is determining the KPIs that map to your ideal customer journey. Evaluating interactions against those KPIs in an objective manner and taking action to transform agent and operational performance will improve your customer experience, as well as, motivate and allow you to retain your employees.
Scheduling and Adherence: Reduce shrinkage and increase productivity
Using workforce management, work at home agents are scheduled the same way in-house contact center agents are. In some cases you will be scheduling work at home agents on a part-time schedule, and they will need the same opportunities to request time off, bid for scheduled shifts and be notified of when they are scheduled to work. Real-time adherence will alert when remote agents are not adhering to schedules allowing you to determine why, reduce shrinkage and perform intra-day adjustments.
Coaching & Training: Motivate and engage agents
Use Click2Coach to spot great calls to train new agents. Traning using real customer interaction scenarios or prior recorded calls as examples of how to handle different customer interactions is proven to increase skills faster. Work at home agents need consistent evaluation and feedback, as they don't have the benefit of overhearing colleagues in the cube next door. Keeping a steady stream of positive feedback to remote agents will keep them engaged, as well as, more effective in driving your desired customer experience.
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