Remote management of call center operators

1. What is ” Remote Call Center “?

2. Benefits of Remote Management for Operators and Supervisors

3. Problems with remote management of contact center operators.

• Examples of cases from real practice:

4. What is a cloud service for call centers and contact centers: advantages and possibilities

5. A set of skills and tools for effective remote management of contact center managers

6. Impact of Remote Management on KPIs and Call Center Productivity

7. The role of a supervisor in remote management of call center operators

8. Strategies and methods for effective remote management

9. Measuring and evaluating the quality of service of a contact center remotely

• Definition of key performance indicators:

• Using tools for monitoring and analysis:

• Development of a service quality assessment system:

• Operator feedback and training:

10. Technologies and methods of quality control in a remote call center

11. Supporting the involvement and motivation of operators at a distance.

12. Benefits of using the Oki-Toki service for remote control of a contact center

13. Three implemented cases of successful use of the Oki-Toki service

• Case 1: CustomerCare

• Case 2: TechConnect

• Case 3: Travel Solutions

What is “ Remote Call Center “?

A remote call center is a contact center or call center organization model in which employees perform their duties from a remote location outside the physical office. This organization of work is becoming increasingly popular in modern business, and this is due to a number of advantages that it offers.
It is important to note that the effective operation of a remote call center requires good organization and the use of specialized tools. A reliable communication system, cloud services for call management, call recording and analytics allow managers to control the work of employees and provide a high level of service.
Of course, there are some problems associated with remote work. For example, it is necessary to establish clear procedures and rules for the work of employees, since the inability to directly control can affect discipline and productivity. However, with the use of modern management and feedback tools, these challenges can be successfully overcome.

Benefits of Remote Management for Operators and Supervisors

Remote management is becoming more common and in demand in today’s call centers, contact centers, sales departments and other organizations where effective communication with customers is key. Implementing remote management can bring many benefits to operators and supervisors, allowing for more flexible and efficient work.
Here are some of the top benefits of remote management for call center agents and supervisors:

• Workplace flexibility: Remote management allows operators and supervisors to work from anywhere with internet access. This is especially useful in situations where it is necessary to organize work from home or in cases of business trips. Flexibility in the workplace increases employee productivity and satisfaction, and enables companies to attract and retain talented employees.
• Increase availability: Remote management allows operators and supervisors to be available at any time and from anywhere in the world. This is especially important for international companies or organizations with clients in different time zones. With remote management, operators and supervisors can respond to customer requests instantly, resulting in improved service and increased customer satisfaction.
• Efficient management and monitoring: Remote management allows supervisors to monitor the work of agents and monitor quality of service in real time. With the help of specialized software solutions and cloud services, supervisors can get statistical information about the performance of agents, analyze the performance and make adjustments to improve performance. This allows you to optimize processes in the call center and improve the quality of service.
• Cost reduction: Remote management can significantly reduce the cost of renting premises and equipment. Operators and supervisors do not need to travel to the office every day, saving on utility bills, transportation costs and travel time. Companies can also reduce the cost of maintaining and maintaining hardware infrastructure by shifting this responsibility to cloud services provided by specialized providers.
• Expanding Recruitment Opportunities: Remote management allows companies to attract talent across geographies, beyond the local labor market. With the ability to work remotely, call centers and contact centers can recruit staff with the necessary skills and experience, regardless of their location. This expands the base of potential candidates and allows companies to form strong teams.

Problems with remote management of contact center operators.

When remotely managing contact center agents, there are a number of problems that require special attention and solutions. The work of remote operators can become challenging due to the lack of direct control and communication in an office environment. Let’s take a look at some of these problems and offer solutions to help you deal with them.

• Limited Communication and Coordination: In a remote environment, agents lose the ability to quickly communicate with colleagues and supervisors, which can lead to delays in resolving customer issues. To solve this problem, it is recommended to use communication tools such as chat rooms , video conferencing and corporate social networks. This will allow operators to quickly share information, ask questions and receive the necessary support from colleagues and management.

• Limited control and motivation: Without direct supervision from a supervisor, remote operators may lack motivation and self-discipline. To increase control and maintain motivation, it is recommended to use specialized performance management tools such as monitoring, analytics and reporting systems. These tools allow you to track agents’ key performance indicators and provide them with feedback to improve performance.
• Technical Issues and Issues: In a remote environment, operators may encounter technical issues such as network outages, software or hardware issues. To reduce the likelihood of such problems, it is recommended to carry out regular maintenance and updating of the technical infrastructure. In addition, it is necessary to provide operators with access to reliable technical support that can quickly respond to problems and fix them.
• Data security and privacy: Remote operators have access to sensitive customer data, so strong security measures are required to prevent data leaks. It is recommended to use secure communication channels, multi-factor authentication, data encryption and regular training of employees on information security issues.

Examples of cases from real practice:

• XYZ, an online retailer, solved the problem of limited communication by introducing a corporate chat and video conferencing system for its remote operators. This allowed operators to quickly consult with colleagues and management, which improved the customer experience.
• ABC, a financial institution, solved the problem of limited control and motivation by implementing a performance monitoring system and providing operators with access to their personal performance indicators. This allowed operators to better control their work and maintain a high level of motivation.

So, for successful remote management of contact center agents, it is necessary to solve communication, control, technical problems and ensure data security. Using specialized tools and providing access to reliable technical support will help minimize problems and ensure the efficient operation of remote contact center agents.

What is a cloud service for call centers and contact centers: advantages and possibilities

The cloud service for call centers and contact centers is an innovative solution that allows organizations to effectively manage their customer service. It provides many benefits and opportunities, opening up new horizons for sales teams, supervisors and executives.
One of the main advantages of the cloud service is its flexibility and scalability. The service is based in the cloud, which means that there is no need for large investments in hardware and software. This is especially useful for small companies or startups that find it difficult to allocate significant funds for the purchase and maintenance of equipment. The cloud service allows you to quickly scale operations and adapt them to growing business needs.
Another significant advantage is geographic flexibility. Employees can work remotely from anywhere in the world, all they need is internet access. This opens up new opportunities for companies, allowing them to hire specialists from different regions and reduce the cost of renting office space. Moreover, the flexibility of the cloud service makes it easy to organize and manage temporary or seasonal call centers depending on business needs.
In addition, cloud services are rich in functionality, offering a wide range of options to improve call center operations. They include automating the processing of incoming and outgoing calls , monitoring the effectiveness of operators, analytics and reporting, integration with CRM systems , instant access to client information and other useful features. With these capabilities, companies can improve the customer experience, speed up processes, and improve overall operational efficiency.

For clarity, let’s consider the case of company X, an online sporting goods store. By using a cloud service for their contact center, they were able to halve the waiting time for customers on the line and increase the conversion of calls into sales by 20%. This was achieved by automating call processing and routing calls to the right carriers more efficiently. In addition, through CRM integration, agents had full access to customer purchase history, allowing for a personalized service and greatly improved customer satisfaction.
In conclusion, the cloud service for call centers and contact centers offers a wide range of benefits and opportunities for organizations. Flexibility, scalability, geographical freedom and rich functionality make it an attractive solution for sales teams, supervisors and executives. This innovative approach has already proven itself in real-world practice, improving productivity and customer experience.

A set of skills and tools for effective remote management of contact center managers

Managing remote contact center managers is a complex task that requires a certain set of skills and the use of special tools. In the context of modern technologies and the development of cloud services, effective remote management is becoming an increasingly important aspect of the work of call centers, contact centers, sales departments and other organizations.
To successfully manage remote contact center managers, you need to have the following skills:

• Communication Skills: Communication with remote managers is carried out primarily through electronic communication channels such as email, chats and video conferences. It is important to be able to clearly and clearly express one’s thoughts, to be literate in written communication and to be able to use various means of communication effectively.
• Leadership Skills: Remote contact center managers require clear direction and guidance. The leader must be able to set clear goals, assign tasks, and provide support and motivation to achieve the set goals.
• Ability to work with technology: Modern cloud services provide many tools for remote management. The contact center manager should be familiar with the basic functions of these tools and be able to use them correctly. For example, using a CRM system to track the work of managers, monitor KPIs and analyze data.

• Motivation and support: Remote employees often experience a sense of separation from the team and loss of motivation. The leader must pay special attention to the motivation of remote managers, create conditions for their development, provide support and encourage achievement.

Along with skills, it is important to use specialized tools for effective remote management. Some of these tools include:

• CRM systems: Using a CRM system allows contact center managers to track the work of managers, manage a client database, analyze performance indicators and make management decisions based on the data received.
• Video conferencing systems: Video conferencing provides effective communication and communication between remote managers and the supervisor. They allow you to hold meetings, trainings, discuss issues and solve problems in real time.
• Collaborative tools: The use of collaborative platforms and tools allows remote managers to effectively collaborate, share information, work on common projects and coordinate their activities.
• Monitoring and analytics systems: The use of such systems allows the contact center manager to receive real-time data on the work of managers, evaluate their performance, analyze trends and predict the needs of the contact center.

Applying skills and tools to effectively remotely manage contact center managers improves productivity, reduces costs, and provides more flexible organization of work. These methods and tools have been successfully applied in various organizations, including online stores and financial institutions, and have led to an improvement in the quality of customer service and increased competitiveness.

Impact of Remote Management on KPIs and Call Center Productivity

Remote management is becoming more common in today’s organizations, including call centers, contact centers, sales departments and other departments. However, before making a decision to switch to remote management, it is necessary to evaluate its impact on key performance indicators ( KPIs ) and the overall productivity of the call center.
One of the main aspects to consider when analyzing the impact of remote control is its potential impact on the motivation and engagement of call center employees. It is important to remember that remote employees do not have the opportunity to communicate and interact with colleagues in person, which can affect their motivation and team spirit. However, with the help of effective communication tools and strategies, remote workers can stay connected and engaged with the team.
One of the key performance indicators of a call center is Average Speed of Answer (ASA). The transition to remote management may affect this time, as remote workers may have different technical capabilities and access to information. Workflow optimization and the use of specialized tools for monitoring and managing calls will help reduce call response time and maintain KPI at the required level.
Another important metric to consider is the conversion of calls into sales or targeted actions (Conversion Rate). Remote management can affect the effectiveness of communication with customers and, consequently, the conversion. However, with the help of effective use of CRM systems, employee training and data analysis, you can optimize the call processing process and increase conversion.

Metrics such as Calls Handled per Hour and Average Handling Time are often used to evaluate the overall productivity of a call center. Remote management can affect these metrics because remote workers may have different skill levels and access to resources. Regular training and monitoring of the work of remote employees will help identify weaknesses and improve the overall productivity of the call center.

It is also worth mentioning the role of remote control technologies and tools in increasing call-center KPIs and productivity. The use of cloud services, CRM systems, process automation and other tools can significantly improve the efficiency of the call center and increase its KPIs. Examples of successful implementation of remote management can be found in many industries, including online stores and financial institutions, where remote sales teams provide high conversion and customer satisfaction.
The transition to remote management in contact centers can have both positive and negative impacts on KPIs and productivity. It is important to analyze and prepare for change, optimize communication processes, provide employees with the necessary tools and training, and regularly monitor and analyze performance indicators to achieve success in remote call center management.

The role of a supervisor in remote management of call center operators

Modern technology and the development of the Internet have led to the emergence of remote call centers, where agents work from different locations, including at home. In such conditions, the role of the supervisor is especially important, which ensures effective management and control of operators on a remote basis. Let’s consider the key aspects and tasks that a supervisor faces in the remote management of call center operators.

• Setting goals and objectives. The supervisor plays an important role in setting the goals and objectives of the call center agents. It should provide an understanding of the expected results and customer experience. For example, a supervisor might set key performance indicators (KPIs) for each agent, such as call turnaround times, customer satisfaction levels, or sales volume. It also monitors and evaluates the achievement of these goals.
• Education and development. The supervisor is responsible for the training and development of call center agents. He must provide them with the necessary knowledge and skills to carry out their duties effectively. This may include training new employees, providing training on customer service, using a CRM system, or conflict resolution. The Supervisor also provides ongoing training and support to agents to help them improve their productivity and service quality.
• Motivation and support. The supervisor plays an important role in supporting and motivating call center agents. He encourages their accomplishments, recognizes their successes, and offers rewards for good work. The supervisor also helps operators cope with emerging problems or stress, provides moral support and creates a positive work environment. This may include holding motivational events, encouraging team spirit, or arranging rewards.
• Communication and feedback. The supervisor provides effective communication between operators and management. It provides operators with information about important updates, new policies, or changes to work processes. The supervisor also collects feedback from the operators, suggests improvements and initiates changes to the work system, if necessary. It serves as a link between operators and management, providing an efficient communication environment.
• Monitoring and control. The supervisor continuously monitors the work of agents and controls their performance. This includes listening to calls and their recordings, reading correspondence with clients, analyzing statistical data and reports. The supervisor actively investigates each agent’s performance, identifies weaknesses, and suggests adjustments and improvements. For example, if an operator needs additional support or additional training, the supervisor can assign a mentor or provide additional training.

The role of a supervisor in remote management of call center agents is critical to ensure the efficiency and quality of customer service. He plays the role of a mentor, coach, motivator and communicator, helping operators develop and achieve their goals. Understanding these challenges and applying practical tips and techniques based on experience in call centers, contact centers, and sales departments allows supervisors to effectively manage remote agents and provide a high level of service.

Strategies and methods for effective remote management

Properly organized remote management improves productivity, retains talent, improves customer service, and maximizes business process efficiency.
Below are a few key strategies and methods that can be applied to achieve effective remote management.

• Establish Clear Communication Channels: Successful remote management requires the establishment of reliable communication channels that allow managers and employees to communicate effectively. It is important to provide various communication tools such as videoconferencing, chats , email and project management systems. This will help to maintain constant communication, share information and resolve emerging issues in real time.
• Goal setting and planning: In a remote environment, it is especially important to have clear goals and work plans. Managers must define specific tasks and deadlines for their implementation, as well as evaluate the progress and results of the work of employees. Using project management systems and task planners will help streamline the workflow and track the achievement of goals.
• Motivating and supporting employees: When working remotely, it is especially important to ensure the motivation and support of employees. Managers can hold regular virtual meetings and face-to-face conversations with employees to identify their needs, discuss current issues, and propose solutions. You can also create a system of incentives and bonuses to encourage employees to achieve high results.
• Employee training and development: Effective remote management requires investment in employee training and development. Conducting webinars, trainings and online courses will help improve the skills of employees, as well as increase their professional level. In addition, you can provide employees with access to knowledge bases, guides, and resources to help them perform their tasks effectively.
• Monitoring and analysis of results: For effective remote control, it is necessary to have a system for monitoring and analyzing the results of work. Managers can use special programs and tools to track employee performance, analyze customer experience and identify bottlenecks in business processes. This will allow you to take timely measures to improve the work and increase the efficiency of remote control.

Applying these strategies and techniques will help organizations manage remote teams effectively and achieve great results. They are the result of many years of experience in the field of remote control and are practically proven in various business areas. Implementing these strategies will improve productivity, reduce costs, and provide a better customer experience in a remote work environment.

Measuring and evaluating the quality of service of a contact center remotely

Remote operation presents its own characteristics and raises a number of questions: How to measure and evaluate the quality of service in a remote environment? What indicators should be taken into account and how should they be interpreted? How to improve customer service and satisfaction by working in a remote team?

Definition of key performance indicators:

• • Average Wait Time – The amount of time customers spend waiting for a response from a contact center agent.
  • Talk Time – the duration of the conversation itself between the agent and the client.
  • Average Handling Time is the sum of waiting time and talk time.
  • Service Level – Percentage of calls processed in a given time interval (for example, 80% of calls should be processed in 20 seconds).
  • Customer Satisfaction Score – Surveys and feedback from customers that measure their level of satisfaction with the service.

Using tools for monitoring and analysis:

• • The contact center can use special CRM systems and cloud services to record and monitor calls, analyze performance indicators and manage agent tasks.
  • It is important to conduct regular data analysis and measure service quality indicators to identify problem areas and take corrective action.

Development of a service quality assessment system:

• • Creation of a scale for assessing the quality of service based on key performance indicators.
  • Carrying out regular audits and assessments of the quality of service to identify problematic issues and develop action plans.

Operator feedback and training:

• • Regular feedback from the contact center operators helps to identify and correct problems in the work.
  • Conducting trainings and education aimed at improving the skills of operators and improving the quality of service.

Case Study: XYZ, an online electronics retailer, decided to move its contact center to remote operation. To measure and evaluate the quality of service in the new environment, key indicators were identified: average waiting time, talk time and total call processing time. The company also used a cloud service to record and analyze calls. Through systematic monitoring and feedback from operators, XYZ was able to identify problem areas and train employees, resulting in improved customer service and satisfaction.
In summary, measuring and evaluating the quality of service of a remote contact center is an important task to achieve a high level of customer experience. The right choice of key performance indicators, the use of monitoring and analysis tools, the development of a rating system and feedback from agents will improve the quality of service and achieve success in the remote work of the contact center.

Technologies and methods of quality control in a remote call center

Quality control technologies and practices play an important role in the efficient operation of a remote call center. With the growth in the number of companies providing remote customer service, it is necessary to provide a high level of service quality in order to meet the needs and expectations of customers. In this context, the identification and application of suitable quality control technologies and methodologies becomes an integral part of a successful call center operation.
One important quality control technology is call monitoring. This is the process by which supervisors and call center managers listen to and analyze recordings of telephone conversations between agents and customers. Call monitoring allows you to evaluate the professionalism of the operator, the accuracy and completeness of the information provided, as well as his ability to communicate effectively with customers. For best results, rating scales can be used that allow agents to be scored on various dimensions such as clarity of expression, friendliness, and ability to solve customer problems.

In addition to monitoring calls, there are other quality control methods, such as evaluation of emails and chats. More and more companies provide customers with the opportunity to communicate with operators not only by phone, but also through e-mail and online chats. It is important to analyze the quality of these forms of communication to ensure that operators provide a high level of service across all communication channels.
In addition, modern technology makes it possible to automate the quality control process. Using software to monitor and analyze calls, emails and chats makes the job of supervisors and managers much easier. These tools allow you to automatically track and capture key quality of service parameters, as well as identify weaknesses and areas for improvement. Such systems also provide the ability to generate reports and analytics, which allows you to make informed decisions based on actual data.
It is important to note that the successful application of quality control technologies and techniques in a remote call center requires not only their implementation, but also the participation and support of the entire team. Operator training, regular trainings and feedback are integral parts of this process. Only through continuous improvement and exchange of experience can high standards of service quality be achieved.
Quality control technologies and practices play an important role in a remote call center to ensure a high level of customer service. Call monitoring, e-mail and chat scoring, and control process automation help improve operational efficiency and identify areas for improvement. The joint participation of the whole team and continuous improvement are key factors in the successful application of these technologies and techniques in the practice of a remote call center.
More information about Call Center Manager Tools and Call Center Automation is available on our website.

Supporting the involvement and motivation of operators at a distance.

Creating an effective system to support the involvement and motivation of operators at a distance is an important task for managers and supervisors. They must ensure communication, motivation and development of employees, even without having the opportunity to meet them in person.
For the successful implementation of this task, it is recommended to use the following approaches:

• Clear Goals and Expectations: It is important to ensure clarity and understanding of what is expected of agents in remote work. Define specific goals and results to be achieved. Formulate them so that it is clear how they can be measured and evaluated.
• Regular communication and feedback: Regular communication channels play an important role in keeping operators engaged and motivated. Use various means of communication such as email, video conferencing, online chats or voice messages to keep in touch with employees. Provide regular feedback on their work, celebrate their accomplishments, and provide support when needed.
• Growth Opportunities: Providing operators with opportunities for professional growth and development helps keep them motivated to work remotely. Offer them training programs, online courses or virtual trainings that will help them develop in their professional field. These capabilities allow operators to feel that their competencies are being valued and developed.
• Recognition and rewards: Organize a system to recognize and reward the achievements of operators in remote work. This may be in the form of public accolades, virtual awards, or special bonuses. Recognition and rewards motivate agents and help them feel they are important and valuable to the team and the organization.

The use of these approaches in the practice of remote work in call centers, contact centers, sales departments and financial institutions has already shown its effectiveness. For example, at Company X, the introduction of a weekly video conferencing system to discuss achievements and set goals resulted in a 15% increase in employee motivation in the first quarter.
The implementation of such practices in organizations helps to keep operators highly engaged and motivated when working remotely. This contributes to increased productivity and quality of work, and strengthens the bonds between employees and management, despite the physical distance.

Benefits of using the Oki-Toki service for remote control of a contact center

Oki-Toki is an innovative call center and contact center service provided by the company of the same name. It offers a wide range of features and tools that help you efficiently manage your operations and customer communications.
Oki-Toki service solves a number of problems that call centers and contact centers often face:

• Limited solution options: Oki-Toki offers a wide range of functionality, including PBX (PBX), internal CRM, integration with external CRM and PBX, call scripts, chats, assessment questionnaires , transcription of conversations, dialer, software package for Call Center, voice robot and many other tools. This allows you to organize effective customer service and optimize work processes.

• Complexity of setup and management: Oki-Toki has an intuitive interface that simplifies the process of setting up and managing the system. This allows you to quickly adapt to the service and start using its functionality without unnecessary difficulties.
• Lack of analytics: Okie-Toki provides powerful analytics tools that help collect and analyze data about calls, chats, and other customer interactions. Report builder, automatic sending of reports to e-mail , historical data, detailed and summary statistics, call and chat evaluation – all this allows you to get a complete picture of the work of the call center and make informed decisions.

In addition, the Oki-Toki service provides high security and protection of customer data. It offers a distributed system of access rights by roles, data access control, data storage on your servers, a system activity log and other measures that ensure the confidentiality and security of information.
It is also worth noting that Oki-Toki offers support and support at the initial stage, helping users with setup and training.
This is just a small overview of the Oki-Toki service and its capabilities. It provides a complete call center and contact center operations management solution to help improve efficiency, improve analytics, and ensure data security.
 You can read about how to create a virtual call center using Oki-Toki in a separate article on our website.

Three implemented cases of successful use of the Oki-Toki service

Case 1: CustomerCare

Customer: CustomerCare, an international company providing contact centers for customers in various industries.
Issue: CustomerCare has encountered limitations in its current contact center management system. They needed an intuitive and powerful tool to help them streamline their workflows and increase efficiency.
Oki-Toki decision: CustomerCare decided to implement Oki-Toki service. With the help of Oki-Toki, they were able to set up their PBX, integrate external CRM systems and use automated call scripts to improve the quality of service. They also took advantage of the evaluation questionnaires and detailed statistics to analyze the performance of their agents and improve their communication skills with customers.
Results: Thanks to Oki-Toki, CustomerCare was able to significantly improve the customer experience and improve the efficiency of its contact center. They were able to easily set up the system and use powerful analytics tools, allowing them to make informed decisions based on data. The company has increased customer satisfaction and improved its reputation in the market.

Case 2: TechConnect

Client: TechConnec, a leading IT company providing worldwide technical support and consulting services.
Problem: TechConnect has faced a number of challenges, including the difficulty of setting up and managing its call centers, limited analytics capabilities, and the need to securely store customer data.
Oki-Toki Solution: TechConnect has chosen Oki-Toki as the solution for its call centers. They implemented PBX functionality and internal CRM, as well as integrated their external CRM systems. They used Oki-Toki’s analytics tools to get detailed statistics on calls and customers, and created automatic reports for better monitoring and decision making. They also took advantage of Oki-Toki’s security features to ensure the privacy of customer data.
Results: With Oki-Toki, TechConnect was able to simplify the setup and management of its call centers, improve customer experience, and ensure data security. They were able to effectively analyze their operations and make informed decisions based on data. This allowed the company to improve its reputation and attract new customers.

Case 3: Travel Solutions

Client: TravelSolutions, a leading travel operator providing a wide range of services and support to clients worldwide.
Issue: TravelSolutions has experienced difficulty in setting up and managing its call centers, as well as a lack of analytics tools to monitor and improve agent performance.
Oki-Toki Solution: TravelSolutions has implemented Oki-Toki to manage its call centers. They easily set up PBX, internal CRM and integrated them with external CRM systems. They used call scripts and chats to improve customer service, as well as evaluation questionnaires to gather feedback. With the help of Oki-Toki’s analytics tools, TravelSolutions obtained detailed statistics on calls and agents, which allowed them to monitor the performance and improve the training of their agents.
Results: TravelSolutions was able to reduce the time it takes to set up and manage its call centers, improve customer service, and improve agent efficiency. Thanks to Oki-Toki’s analytics, they were able to identify weaknesses and take steps to improve them. This helped TravelSolutions strengthen its market position and increase customer loyalty.