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Oct 6, 2021

Call Center: Work from Home Agent Expertise

Work from Home Agent Expertise

When the global pandemic struck, companies around the world scrambled to move to a work-from-home (WFH) model virtually overnight. Now, many organizations are embracing the flexibility remote work can offer employees as well as the cost savings and other business benefits. And a dispersed workforce makes it easier to ensure a seamless customer experience in any event.

 

Staying safe, secure, and connected

Remote working has reached new heights in recent years. Giving customer support agents best-in-class WFH tools and practices allows brands to stay up and running even in times of crisis. Weather major global events and natural disasters as well as seasonal fluctuations, promotions, and other unexpected changes with ease. Plus, you can empower a more diverse workforce with flexibility and choice.   

 

Reimagine your call center with a proven WFH model

Establishing a virtual contact center requires a robust and resilient framework for everything from recruiting and hiring talent to ensuring data security. As a top-notch contact center leader with global experience in asynchronous messaging and chat, [24]7.ai knows what businesses need to make the WFH model work for your BPO agents.

 

Expand your options

Increase your access to talent with virtual recruiting, hiring, and training, and let employees maintain a work-life balance more easily. Create new opportunities for homemakers, retirees, and others looking for flexible employment. Boost satisfaction for customers, too—because happy agents do better work.

 

Stay connected virtually

Whether you’re responding to a major event or entering a new market, putting proven processes in place to vet, onboard, and engage employees using cloud-based tools and platforms helps to maintain vital human connection. Keeping your team engaged remotely also improves agent productivity, satisfaction, and retention.

 

Increase business agility

Moving beyond the traditional contact center allows you to easily adjust to fluid staffing needs due to things like seasonal spikes and promotional events. It starts with empowering your remote workforce with tools and technology to serve customers better while maintaining the highest security and compliance standards.

 

Boost operational efficiency

Get up and running in new locations—faster and at a lower cost. Tap into the local talent, set agents up with a secure desktop at home, and train them virtually. Streamline processes and reduce your carbon footprint while you’re at it. Stay up and running whatever happens so you can ensure seamless customer service.

 

Best practices for working from home

[24]7.ai has been running contact centers for over 20 years. When the pandemic struck, we moved quickly to protect our employees, communities, and clients with WFH solutions. We understand what it takes to succeed in terms of people, processes, and technology.

 

Hire smarter

Customer service starts with people, which is why hiring is so important. Streamline the process and identify the best candidates with automated digital assessments for language proficiency, technology competencies, and emotional intelligence. Conduct interviews via a video conferencing platform such as Zoom.

 

Accelerate success

Onboarding, joining, and induction can also be done via Zoom. In addition to virtual introductions and application training to reach proficiency faster, use biometric face registration scanning to ensure agents are the only ones accessing sensitive systems and information. Be sure to include engagement platforms and activities so they know they’re part of a team.

 

Equip the home workspace

Make sure agents meet some basic requirements, such as having a high-speed internet connection and a space where they can work free from distractions. Next, you need to send them a desktop or laptop computer that’s equipped with security features including multi-factor identification, facial recognition, and encrypted data.

 

Coaching and development

To meet your business goals, it’s important to support ongoing learning and development. This can include online coaching and classes or group training activities. You can even make it fun by gamifying the process with interactive apps, virtual reality, and community events. Don’t forget about management—train your team leads and trainers to drive CX excellence, too.

 

Ensure quality service

Meet with your WFH teams regularly to set goals, assess performance, and reward good work. Smart AI-powered tools can help identify opportunities for improvement, and AI detection technology can keep agents productive by making sure they stay focused on their work. Our industry-leading Accelerating Consistent Excellence (ACE) global operating framework forms the foundation for standout performance.

 

Keep people connected

Creating a strong team culture is vital for morale. In the absence of a break-room to chat with colleagues, set up regular online engagement activities to keep your WFH team’s spirits up. Meet your agents where they are with a dedicated messaging platform for contacting team leaders and a 24/7 helpdesk to show they’re valued and supported. 

 

Performance management

At [24]7.ai, we focus on ensuring consistency in delivering critical KPIs. We support continuous learning through multiple platforms including virtual learning sessions and gamified apps. Our innovative “supervisor as a leader” coach program empowers supervisors to manage performance, engagement, and goals. A single line of command builds high-performing teams and closes the gap between an identified coaching need and improved outcomes. And our automated performance management tool serves as a one-stop-shop for virtual contact center team leaders.

 

Accelerating Consistent Excellence (ACE) framework

We employ our unique ACE framework to consistently deliver results. Key ACE components include holding monthly goal-setting discussions, using analytics to manage agent behavioral quotient (BQ), and keeping teams engaged with regular group activities. We create a culture of coaching through virtual training sessions plus agent incentives and recognition. To support success and drive better outcomes, we provide a performance management playbook and make it easy to centralize control with our all-in-one tool.

 

Security and compliance

Ensuring customer and company data stays completely secure is a core component of any WFH framework. Be sure to follow stringent standards and protocols, including:

  • Secure access controls
  • Multi-factor authentication
  • Encrypted communication
  • Device software lockdown
  • No local data storage
  • Industry standard inline connections
  • Strict whitelisting protocols
  • Controlled internet access
  • PCI/DSS and ISO 27001 compliance

 

Give your agents best-in-class WFH solutions

Whether you’re looking to ensure business continuity or want to expand your workforce options, we can help with WFH agent solutions and best practices expertise. Contact us today to get started.