4 Ways To Motivate Virtual Call Center Agents
With more than 4 million people in the U.S. working remotely, that number is likely to increase as many businesses continue to shift their operations to the web. But working remotely isn't without its challenges, and for employees who don't work closely with coworkers or a team on a daily basis, working from home can very isolating.
Call center employees face some unique challenges when working from home. If you have call center reps working remotely, keep reading to learn a few tips to help motivate and support them.
1. Give Them the Tools They Need
Now that your call center employees are working remotely, they no longer have the tools and setup that they once had in their office or cubicle. While they might be commuting to their living room or kitchen table instead of the office, they are still performing the same job. This means that they also need those same tools.
From virtual call center technology to phones and computers, it's important to make sure that your call center employees have the resources they need to do their jobs. Check in with each employee as you make the move to remote work, then check back a week or two later to make sure that the switch is going smoothly.
2. Schedule Time to Learn New Tools
Providing your employees with the right tech and tools is important; however, it's also important to give them some time to learn how to use them.
While they might still be answering calls and responding to customer problems, they're now doing so in a whole new environment, likely with new software and technology. Don't expect all employees to be able to dive in and perform at 100 percent from the very start.
Technology hiccups are one of the biggest challenges of switching to remote work. Scheduling time and providing resources for learning how to properly use new tech is a great way to overcome this so that your employees can continue to shine, no matter where they're working from.
3. Set Attainable Goals
Keeping track of your employees and their performance when they aren't coming to the office each day can be difficult. One great way to check in without hovering over them from afar is to set attainable goals and check their progress.
Goals can be customized to each employee depending on the challenges that they are facing, then you can have your employee reach out as they hit milestones. Based on the time it takes or metrics you can gather on their performance at different milestones, you can use this information to see which employees may need additional support or training while continuing to work remotely.
Don't forget to keep the goals attainable. If the employee feels that they are out of reach, they may wind up feeling even less motivated.
4. Make It a Competition
Mundane tasks and the isolation of working from home and social distancing from others can take their toll. If your employees are also faced with an onslaught of routine — sometimes boring — daily tasks, this only makes it worse.
Turning the mundane into something fun and exciting is a great way to show your call center employees that you value their happiness. Gamifying daily operations through your virtual call center can help make working hours a competition between your employees. You can even make it fun and offer some incentives for the daily, weekly or monthly winners.
Motivating Virtual Call Center Agents
Call center agents are facing some unique challenges in 2021. If you want to show your valued customer service employees your support and keep them motivated while working from you, adding some competition, giving them the tools and training they need and setting attainable goals is a great way to do so.
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