Many call center reps work from home, but how do their managers supervise and evaluate them? Here are some more ideas from Eyal Rudnik of NICE Systems, the maker of NICE Perform software, which can be especially helpful for monitoring call center workers who telecommute from home.
What are the challenges of monitoring call center workers who telecommute from home?
Rudnik: From a quality monitoring process standpoint there is really no difference between monitoring an agent who telecommutes from home and one that works at the contact center, granted you have the appropriate solution deployed as the challenges are more technical than process-related.
At the core of NICE SmartCenter there is the ability to capture Voice-over Internet Protocol (VoIP) communication. VoIP is probably the biggest enabler for agents at home. On top of that, there is the ability to schedule the shifts of an agent regardless of his/her physical location. NICE’s SmartCenter Web portal enables ubiquitous connection, thus allowing supervisors to monitor and evaluate interaction regardless of the agent’s location.
Additionally, the supervisor can send specific coaching packages to agents while allowing the agents to bid for shifts, review evaluations, provide their comments and have direct access to customer feedback. With NICE SmartCenter both agents and supervisors have personalized dashboards that indicate how they are performing in real time against their goals. In summary, if the right solution is deployed, physical boundaries simply disappear and contact center operations can be extended to agents working from home.
Further reading: QA for Home Based Agents
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