“A job is no longer a physical place that you go to work; work is where you get things done”.
That’s long been a part of UC Today’s editorial promise, and it’s never been more true than right now.
The definition of ‘work’ is changing before our very eyes. We’re operating in ways we’ve never had to before, and facing challenges that we could never have imagined. Yet there’s one constant throughout this whole thing, and that’s the need to communicate effectively with customers. Now is the time to really focus on ensuring that they’re not only experiencing the very best in customer service, but that they also feel supported by the businesses they place their trust in during these worrying times.
Good News & Bad News
The good news is that many are taking the right approach to this unusual situation. Right now, businesses are adapting by increasing or even creating helplines, generating COVID-19 call centres that can be operated remotely by a team of work-from-home agents. The bad news is that call centres are traditionally office-based operations, and none of us have been given the time we really need to transition our tried-and-tested communications setups from the call centre to the home.
Everything is new. That’s why reading up on some effective tips to manage a team of work-from-home agents can be key to helping you maintain the high level of service that you’ve become known for.
Here are some ideas to help you manage your team effectively, no matter where they are:
1 - Generate Support
Support your team, even when you can’t be with them.
One way that we can generate support is through technology, combining tech solutions with best practices and strong communications. Teamwork plays a significant role in a call centre’s ability to manage high volumes, and in helping distributed teams stay connected during difficult times, we’re giving them the tools they need to optimise their processes and figure out new ways of working.
Another way that technology can help is through proactively minimising stress levels and reactively addressing issues that may arise from burnout. According to McKinsey, 64% of people are feeling depressed about the current situation, with 39% worried about paying their bills. So not only are your staff handling more calls, but they’re potentially handling calls from people who may be quite upset.
By tracking working hours through digital workforce management systems, we can take proactive measures to prevent agents from feeling overworked or overwhelmed. And by providing systems that enable simple shift swapping and scheduling, we can have peace of mind that resources are available should our customer service agents require time off to recover from work-related stress or illness.
2 - Empower Agents
Stop micromanaging; give your team the power they need to work independently.