GoResponse Telephone Answering Service Staff

How to effectively manage virtual homeworking agents

One of the big things in the modern era is flexibility. For call centres, it is relatively easy to establish virtual agents who can work from the comfort of their own homes. However, when it comes to managing these employees, it is a different matter. Luckily, there are several ways that a telephone answering service can ensure its homeworkers are optimised and effective.

First, although virtual agents might not like them, there are technological tools that allow both office-based and remote managers to gain real-time visibility of those working from home. This can include all channels, such as screen capture, webcams and call monitoring. A huge benefit of this is that if managers need to intervene, they can do so in real time.

However, as much as remote visibility can help managers feel comfortable that agents are actually working, it is important to realise that not all practises will work well for a virtual agent compared with a fixed-location employee. For this reason, call centre processes such as real-time communications, huddles and Health & Safety guidelines should be re-engineered to work for those at home.

Finally, it is essential to make sure that managers are home-based for at least some of the time. This helps develop a different mindset so they understand how their virtual agents work and what challenges they might face. By doing this, managers can better understand their remote workers’ needs and alter processes appropriately.

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