+
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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©2013 Jill’s Jobs. All Rights Reserved.
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
5
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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
©2013 Jill’s Jobs. All Rights Reserved.
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