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SubscribeRemote workforce optimization has been one of the most searched topics on Google. And why not? Around 57% of candidates would look for a new job if remote working was not an option for them.
On the leadership side, too, remote work is one of the top priorities. About 63.37% of leaders feel making WFH a permanent option should be essential:
However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage.
In this guide, we will dive deep into the most pressing challenges of tracking your remote worker’s calls and ensuring quality support. Let’s jump right in.
Top-6 Challenges in Virtual Call Center Management
Virtual call center management is only possible if the contact manager is able to juggle multiple tasks and team members at once. To top it off, tracking calls for remote workers and maintaining quality can add insult to injury.
Here are some of the most trying challenges that a contact center manager might face when analyzing the remote team’s productivity:
- Remote Location: Mobile and remote workers could be anywhere – at home, in coffee shops, or even on the road. Tracking their calls and ensuring a consistent experience can be a logistical challenge.
- Multiple Device-tracking + Reporting Inconsistency: Your team probably uses a variety of devices – smartphones, laptops, the works. The trouble is that each device may have its own set of tracking considerations. This can make standardization tricky. If the data gathered from these devices is not consistent, the reports will be inaccurate and, by extension, pointless.
- Network Unavailability: Mobile workers depend on various networks, from Wi-Fi to cellular. If there are blatant network issues, your call quality and data accuracy both get affected. This can make monitoring the individual’s performance that much more difficult.
- Poor Data Security: With calls happening outside the controlled environment of your contact center, sensitive customer data can be at risk.
- Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules. So, tracking their working hours and ensuring they are available during peak times can be challenging.
- Offering Quality Training Can be a Pain: Remote workers may need additional training and support to effectively use call tracking tools, especially if they’re not tech-savvy. As a manager, coordinating their times and schedules can be a big pain point.
Here’s the bottom line: Tracking your remote worker’s calls while maintaining quality and driving team collaboration is a tough balancing act. A virtual contact center tool might be the tightrope you need.
Why Using Call Center Software for Remote Teams is a Game-Changer
While these challenges may not disappear, they may become easier to handle if you invest in virtual cloud-based call center solutions that are custom-made for remote workers.
Here are the benefits of using one for managers as well as remote team members:
| Benefits for Contact Center Managers | Benefits for Remote Team Workers |
1. Call Monitoring: Contact center managers can use a virtual call center software to:
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1. Call Analytics: Agents can leverage call analytics to:
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| 2. Team Collaboration: Managers looking to foster collaboration among remote agents can benefit from features like live chat, internal messaging, and file sharing. | 2. Increased Efficiency: Employees can utilize call center software’s features (think auto-dialing and call disposition tools) to maximize efficiency and reduce idle time. |
| 3. Comprehensive Reporting: Managers can generate detailed reports on remote team performance, call volume, and customer interactions. This data can unearth trends and highlight areas that demand attention. | 3. Performance Metrics: Remote workers can access insightful performance metrics such as call duration, conversion rates, and response times to set personal goals. |
| 4. Scalability + Flexibility: Managers can easily scale their remote call center by adding or removing agents as needed. | 4. Skill-Based Routing: Remote workers can be trained to:
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| 5. Real-Time Analytics: If accessing real-time analytics on call routing and agent allocation is your primary ask as a manager, the software can provide these numbers based on live data and changing call volumes. | 5. Script and Knowledge Base Access: Employees can access scripts and knowledge bases to improve their response delivery. |
Start your 14 day Free Trial Boost Remote Team Productivity With JustCall AI
Track Calls for a Successful Remote Work Culture
To increase productivity and protect critical information, monitor and analyze remote employee activities. Trust an intuitive tool like JustCall, an end-to-end virtual call center software that checks all the right boxes for remote teams. From call routing and IVR to SMS workflows and auto-logging of calls in CRM, with this tool, reps save up to 12/week!
For more information on how to get started, connect with our sales team and supercharge your remote team’s productivity from the comfort of your home.
