Considering the current Coronavirus crisis, we don’t know what the future holds for us. Although it’s great to stay positive, one should be ready for challenging times.
I can’t change the direction of the wind, but I can adjust my sails to always reach my destination.
Changes in how we work have affected several sectors. Businesses, industries, 9 to 5 jobs, and you name it. Everyone is facing difficulties. Contact centers that play a vital role in assisting any business are also going through rough times.
The employees of contact centers have applauded countermeasures of working from home, but 71% of managers have significant concerns.
To bridge the gap without compromising the services, modern contact centers can adopt these three ways.
1. Be Flexible & Available
Even if we don’t consider the pandemic, life, in general, can be pretty unpredictable. Be flexible with your team and explore new ways of working. Support and listen to their feedback so that they don’t feel left out.
Be aware of the surroundings and life-routine of your teammates. Everyone faces a different set of problems, listening & talking about the situation can help them in tough situations. Moreover, try accommodating your team members with love and care.
Be available to your agents and adjust their schedules (if you can) as per their preference. Of course, you don’t want to disturb the overall operations. So, try and create a nice mix of customer and agent-centered environment. Sketch a plan that’s comfortable for your team and the management, without compromising on customer services.
2. Keep Feeding Information & Highlights
Remember the wallboards that were hung in your contact center? Those boards were able to provide a quick glance at relevant information. Now that some or most of your workforce is working from home, provide an alternative so that your staff is up-to-date with all the latest buzz.
Use technology to deliver insights, important data & highlights of the day. Keep your team members in the loop. You can use scorecards and dashboards to update them with insights & essential matters of the contact center.
Seeing things in real-time motivates you to do more and keep striving. Take full advantage of this fact and display real-time information to the people who are working for you. Lastly, give individual feedback to everyone, so they know you are active and tracking their performance.
3. Consistent Communication
Teams can’t shine if there is a lack of communication between the members. Communication unlocks a different stage of collaborating and working together. Especially when you are handling remote-agents, communication is the key to keep things smooth.
Consistently communicating with your team keeps everyone in the loop. It gives the impression that you, as the leader, isn’t sleeping. Furthermore, communication helps you and the members to learn about each other.
Communication can be a catalyst to pump up things, remove the assumption factor & fix problems. The benefits of consistently hearing from your team members are countless. Don’t be shy, and take a step forward to communicate.
Pro Tip: Tools like Microsoft Teams are great for collaboration and communication for remote teams. Ask us how you can leverage this or a similar tool for your contact center.
So that’s how you keep providing exceptional services during rough times. Take all the points into consideration and see positive results within no time. Reach out to the VoxNet team for more best practices.