With the arrival of the COVID-19 pandemic in 2020, this transition to remote work became even more accelerated, with the number of companies working again increasing exponentially. However, this transition brought with it several challenges and questions, such as how to manage call center teams remotely.
What are the advantages of remote work?
Remote work has brought notable benefits to companies, such as cost email list usa reduction, since spending on physical facilities is no longer necessary. In addition, with the great flexibility available and the advancement of technology, employees can now work from anywhere in the world, all they need is a device connected to the internet. This makes teams increasingly integrated and multicultural. All this variety provides an even more comprehensive range of knowledge for companies, increasing the possibilities when forming teams.
To maintain high productivity and employee engagement, efficient leadership is necessary. Check out the following selection from ligue.me with the best tips for motivating and leading remote call centers, combining quality and savings.
"Make the equipment available
For your team to provide quality service, it is crucial to provide the necessary equipment to perform the service satisfactorily, as the lack of equipment or the use of poor quality equipment can have a detrimental effect on the team's overall performance.
Follow the results closely
In times of connectivity, it is possible to overcome physical distances, with data shared and generated on the network, often in an automated manner. Therefore, it is important to have centralized systems that can provide productivity reports and results of call center actions. With this data in hand, it is time to carry out analyses in search of improvements in operations and results. For service companies, it is important to analyze the TMA (average service time) and TPA (post-service time). Another example of analysis, in relation to employee performance, is the ability to monitor the connectivity status of team members.
Use the features of digital telephony
Even with all the challenges, the transition to the work-from-home model is only possible thanks to the advantages offered by digital telephony. With it, physical extensions are not necessary to manage calls, with all call control and management being carried out by a professional telephone exchange (IP PABX) .