6 top tips for best practice remote call center mangement

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10 Tips for Best

Practice Call

Center

Management

Management

6 Top Tips for Best

Practice Remote

Call Center

Management

©2013 Jill’s Jobs. All Rights Reserved.

+ Hiring remote call center staff can

definitely save your company

money, if done right.Robert Glenn, VP of Operations, Skilled

Reps

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WHEN CALL CENTER

WORKERS WERE ALLOWED TO

WORK FROM HOME,

PRODUCTIVITY INCREASED

22%.

National Bureau of Economic

Research/2012 Report

In-house or outsourced, there are some key elements

to managing remote call center staff.

+1.Focus on Metrics

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Rank metrics - Don’t overemphasize or underemphasize

metrics

Make metrics easy for

employees to understand

Focus on one metric at a

time - improve daily, weekly.

Tip: The #1 Metric

Always transfers per hour

+2. Implement Role Based

Leadership

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Provide an overlap in guidance and continuity during turnover

Review metrics daily

Identify new opportunities and provide daily incentives

Collaborate to find solutions

Report on Daily: systems, attendance, follow up

+3. Provide Organized and Fun

Training

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Culture and Clear

Expectations

Robust Training Guide

Fair and Balanced Policies

Fun and Innovative

+4. Implement Consistent Feedback

and Rewards

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Have 2-3 contests a week –have a power hour lead contest- 1st

person to hit goal wins $100

Have weekly virtual meetings –get feedback before and make

sure you act on at least one comment

Reward GREAT performance –recognize good.

Gather best practices from top performers, and share with good

performers for improved achievement.

Once the team hits a goal- raise it, but make it achievable.

+5. Provide Quick and Transparent

Follow Up

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Follow daily to spot any negative trends

Email after occurrence goes out to rep with all info

Maintain all info in a central location to drive efficiency

Being ahead of any negative trends drives change

Emphasizes accountability and results

+6. Help to Create an Effective Work

Environment

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Locate in a Quiet Area

Maintain a Naturally Lite

Room

Provide Opportunities for Interaction

• Chat

• WebCams

• Video

What About Taking Breaks?

• Run reports of periodic performance to monitor

+Top 6 Tips for Best Practice

Remote Call Center Management

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©2013 Jill’s Jobs. All Rights Reserved.

Metrics

Leadership

Training

Feedback and Rewards

Follow up Environment

+Learn More

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