Workforce Tools for Remote Call Centre Agents

With the advances in technology, call centres in Calgary and around the world have more options for hiring qualified agents. Companies who prefer to handle customer service in-house also have these options, even though they may not be as practical for a small staff. Whether you choose to outsource your call centre or handle it through your employees, it’s important to understand the latest tools for managing a remote staff.

The Benefits of Hiring Remotely

When you use the right tools to manage your remote workforce, you can enjoy the benefits from hiring call centre agents from anywhere. You receive more applicants who are better qualified instead of being limited to those who can come into work every day.

You can also provide more flexibility to your agents, which will increase their productivity and efficiency. For example, a medical clinic may not receive many applicants for an after-hours position if the person must be on-site, but many people will apply if they can work from the comfort and convenience of home.

Tools to Manage Remote Agents

Many call centres use self-scheduling tools to ensure they meet the demands of their clients. If a business operates 24 hours, on weekends or outside of business hours, the call centre managers can tell which agents will be available for those hours.

Software programs allow agents to set their own schedules and update them so that the call centre is aware of who is available and when. Schedules may be developed in blocks to fit the needs of each individual business served by the call centre. Agents select which time blocks they are available for and sign up. This reduces the likelihood of last-minute cancellations and ensures adequate coverage.

Call centres can work with their business clients to anticipate higher volumes and a need for increased staff. Once the blocks of time are added to the system, agents can select which portions they will cover. All of this accomplished ahead of time, which gives the client more confidence that all issues will be handled.

Collaboration is also a benefit from these online tools. One agent may handle an issue and record the interaction in a system for others to read. If the same issue arises, another agent is able to read the previous record and present another solution. The call centre manager can provide records to the business so that employees are able to take any other steps in the resolution. This increased transparency ensures the call centre is resolving the problem and updating the client as needed.

Outsourcing customer service used to be a complex task that often yielded less than desirable results. With the development of online tools and the ability to hire the best agents regardless of where they are located, businesses can feel more assured about the quality of the work. They can be confident that the call centre is representing the company in a professional, skilled manner to result in enhanced customer satisfaction.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. http://www.wean-ser.com/calgary-call-centre-services/