Work From Home Call Center Solutions For 2025
Remote work skyrocketed from 7% to 30% of employees. Discover specialized solutions, performance strategies, and teamwork tips for remote call centers.
Are Specialized Work From Home Call Center Solutions Necessary?
The percentage of contact centers that allow remote work skyrocketed due to the COVID-19 pandemic, highlighting the need for specialized work from home call center solutions. In the US, only 7% of employees reported working remotely before the pandemic. As of June 2021, that number increased to 30%, with call center workers leading the charge.
While some organizations allow part-time or hybrid setups, most work from home contact centers have permanent remote teams. Employee behavior slightly changes when working remotely, so call center managers need to make adjustments that set agents up for success.
Many companies fear the lack of in-person interactions can result in disengaged agents. Additionally, 40% of remote employees find unplugging after work their biggest challenge, which can lead to agent burnout and underperformance.
9 Elements You Need to Manage a Remote Team
Every remote employee has unique working conditions. From physical setup to devices to internet speed, dozens of variables must be considered.
Powerful Video Conferencing Platforms
Business video conferencing that's fast and reliable. Have a backup plan for downtime.
Strong Company Culture
Culture helps keep agents motivated remotely. Agents hold themselves accountable and stay engaged.
Robust Remote Agent Management Tools
Monitor performance with the right KPIs. Collect reviews directly from customers after every call.
Work Tools that Allow Collaboration
CRM with commenting features. Make knowledgeable mentors available to help agents during calls.
Comprehensive Training Program
Gamification works in all settings. Adapt programs to transmit information clearly and engagingly.
Frequent QA Evaluations
Conduct more frequent evaluations than in-person setups. Add QA team members if necessary.
Rewards & Positive Reinforcement
Create reward systems and digital social gatherings. Organize activities and test motivational techniques.
Detailed Monitoring & Feedback Platforms
Autopilot Reviews collects feedback from every customer and sends it to agents immediately after calls.
Remote Troubleshooting Mechanisms
IT tools that handle multiple issues at once. Have a main platform plus secondary alternative.
10 Ways to Improve Performance in Your Work From Home Call Center
Maintaining an engaged, productive team is essential. Evaluate each suggestion and adjust based on your organization's unique requirements.
Show Non-Monetary Appreciation
Create shared dashboards with birthday calendars. Give teams weekly 15-minute coffee breaks in chatrooms.
Promote Friendly Competition
Put up a board of weekly statistical leaders. Create activities and choose winners based on weekly performance.
Collect Feedback for Agents
Give agents first-hand access to customer feedback. Autopilot Reviews ensures both agents and QA teams get data immediately.
Create an Employee Community
Set up forums, IM services, and collaborative CRMs. Encourage agents to share best practices and rely on each other.
Let Agents View Their Metrics
Allow agents to see updated metrics at all times. Show stats that affect commissions like handle time and quality scores.
Provide Regular Training
Organize ongoing training for behavioral changes and new products. Give remote agents many opportunities to get doubts answered.
Offer Virtual Rewards
Motivational images, digital raffles, streaming gift cards. Select goodies that agents will actually be interested in.
Manage Call Flow Carefully
Rotate agents from one queue to another regularly. Don't give your best agents the hardest calls all the time.
Consider Customer Impact
Remind agents about timely responses. Implement changes that mitigate any negative effects of remote work.
Adapt Recruiting to Remote Work
Favor prospects with previous remote work experience. Call center experience is still most important.
Tips to Boost Teamwork Among Remote Workers
Ensure your remote team feels like a tightly-knit unit with these proven strategies.
Incorporate Ice-Breaking Activities
Give teams a five-minute break for introductions when new members join. Let each agent share hobbies and interests.
Organize Remote Games
Conventional call center games may require adjustments. You can organize many activities without IT department help.
Teach Workspace Creation
Show agents how to create a motivated workspace. Tips include quiet spaces, ergonomic seating, screen height, and fast internet.
Additional Performance Tips
Provide or promote the use of the best technology
Give team members clarity about long-term remote work plans
Establish remote work norms and allow informal communication
Create opportunities for virtual team building and socialization
Collect Customer Feedback for Agents, Not Just QA Teams
QA teams have all the tools and recordings they need. But agents usually only receive feedback via relay, leaving room for miscommunication and data loss.
Give agents first-hand access to customer feedback
Autopilot Reviews delivers feedback to both agents and QA teams immediately
Agents can improve performance without waiting for monitoring sessions
Want to Improve the Performance of Your Call Center?
QA monitoring is essential, but you can also implement tools that collect feedback directly from customers. Autopilot Reviews ensures agents have access to feedback after every call, allowing them to make adjustments and deliver the best possible service.