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Working remotely has become an evolving trend now, with the win-win situation it creates for both the parties. It offers teams a benefit to work at their preferred timings from their preferred location; on the other hand, it permits businesses to cut down on the infrastructural cost and other office costs. One common struggle managers have while managing a remote workforce is how to get their team to work in partnership and communicate effectually across distance. While additional interaction seems to be the answer, effectively managing remote teams is more about getting the most out of each meeting, not merely increasing the volume.
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Introduction • Working remotely has become an evolving trend now, with the win-win situation it creates for both the parties. • It offers teams a benefit to work at their preferred timings from their preferred location; on the other hand, it permits businesses to cut down on the infrastructural cost and other office costs. • One common struggle managers have while managing a remote workforce is how to get their team to work in partnership and communicate effectually across distance.
Tips to Manage Remote Agents • Proper Planning • Have Regular Brain-Storming Sessions • Ensure Employees Know Their Job Roles • Listen to Your Employees • Use Cloud Software • Timely Performance Review • Keep Employees Engaged
1. Proper Planning • Planning is an important function. • Ensure you plan all the tasks before assigning them to your team members. • This will help improve the functionality and further increase the productivity of your team. • An appropriate call center software solutions could just do the trick for you! • It will not only help you enlist all the tasks to be completed by your tele-callers, but will also help you keep a track of the tasks completed by your team and their output.
2. Have Regular Brain-Storming Session • Brain-storming basically means to have small meetings with your team members, where they can share their ideas, to-do list and any feedback. • Meetings don’t necessarily need to be face to face, sometimes they can be virtual. • You could simply use virtual call center software that will let all your team members join in. • This software is easily accessible for people who are working remotely. • The software can not only be used for outbound calling/ telemarketing, but can also be used for inbound calls or customer service.
3. Ensure Employees Know Their Job Roles • Make sure your team understands their job role and responsibilities. • You should certainly explain all the details to them. • This will help them accomplish their tasks with ease and deliver the best performance. • You could just take one-on-one sessions with your team members. • These sessions should not only convey their responsibilities, but should also cover any feedback that the member would want to give. • You should listen to their problems and try to resolve them accordingly.
4. Listen to Your Employees • Tracking the work done by the remote agents is an apprehension that most employers have. • You could apparently have the best telemarketing software, but it might not let you to track the work your employees do. • The least you can do is, make sure all your teammates participate in discussions / team meetings. • You could also plan outings for your team to encourage them. • Moreover, such activities relieve stress and help employees get an additional view. • Make sure to listen to all of them, because everyone is unique! • You never know what they could bring.
5. Use Cloud Software • Nowadays, businesses have started using cloud contact center software. • This software will not only make it easier for you to store all the data on the cloud system, but will also help you reduce cost on those expensive hardware’s. 6. Timely Performance Review • The performance reviewing system is the next most important thing. • It is generally difficult to have a metrics for employees who work remotely. • Though, companies are now implementing customer contact center software solutions to keep a track of customer complaints and track actions take to solve these issues. • Like many other companies, you can also record inbound calls for training purpose.
7. Keep Employees Engaged • The most important thing is undeniably, engaging your employees in the day-to-day activities. • This will help you to create a sense of responsibility in them and they will be happy to know that you want to listen to them. • Performance reviews are good from an administrative viewpoint, but from an employee with always want you to listen to them and make them a part of everything. • You could probably bring in an outbound call center software and help them understand things better. Recorded calls will help you train them.
