Home-based agents are an inexpensive way to expand call center staffing, but it's important to use the right tools to get the most out of these non-traditional workers. Virtual wallboards, online versions of the electronic wallboards in common use in call centers, are a vital component of remote agent best practices.

Finding The Right People

Most employees will jump at the chance to work from home. The opportunity to eliminate commute time and expenses, as well as the chance to better balance professional and personal commitments seems like a dream. However not every agent should be given the opportunity.

Look for employees with a demonstrated history of reliability and professionalism. If hiring from outside, look for applicants with a history of working without supervision. Inform agents of the rules of working from home. Make it clear that they are expected to work at all times during their shift, not throw in a load of laundry or tend to the baby. Demonstrate how virtual wallboards will be monitoring their work, both to expose them to a tool that will help them evaluate the department's needs, and as a subtle reminder that they are being monitored.

Using The Right Technology

Modern information technology and the widespread availability of home broadband connections have made remote call center agents a reality. However it takes more than a fast internet connection to make an effective agent. Just as call center metrics reporting solutions allow managers to monitor and analyze current call response for the in-house contact center, the same tools can be used to evaluate remote operations.

The company's call center software must integrate statistics from home-based agents with data from traditional in-house employees. Managers should monitor home-based agents closely, especially during the probationary period, to ensure they are working to company standards. Even dedicated employees sometimes have trouble adjusting to working from home, and managers need to spot the problems before they affect service quality.

Creating The Right Process

Another aspect of effectively managing home-based employees is to include them as part of the team as much as possible. They shouldn't feel like outsiders. Virtual wallboards help this goal by showing each agent, both in-house and remote, how the entire call center is performing. They keep communication channels open so home agents don't feel isolated.

Software tools should give home agents full access to customer information and company documents. Web chats allow them to virtually attend meetings and training sessions. When possible, they should be invited to company events. When not possible, such as when a group of remote employees are in another state, arrange local events to allow home employees in an area to meet and bond.

A decade ago, remote employees were rare. Today, with the advent of new generations of call center tools, home agents are a necessity for many contact centers. Use the technology available such as virtual wallboards to get the most from all of your agents.