Call centers are rapidly adopting a more flexible structure that incorporates agents all over the world, many working out of their homes. Using remote agents gives the organizations flexibility to respond to call volume changes, access to a larger pool of talent, as well as reducing the company's environmental impact by cutting down on emissions from commuting. There are a few challenges with the system, but these can be overcome by the use of call center metrics.

Initial Setup

Starting up a new remote agent program has two kinds of challenges: technical and professional. From a technical point of view, the company needs to be sure the agent has an adequate computer and internet connects, and that the call center software runs correctly. From a professional angle, the agent needs to understand what is expected in terms of behavior, balancing work with personal commitments, and the consequences of irrelevant noise like the family dog barking during a phone call.

Call center metrics reporting systems allow managers to observe new remote agents to see how quickly they get up to speed. Agents who are not meeting standards can be coached, warned or terminated as appropriate. Managers still have full control over contact center personnel, regardless of location.

Agent Isolation

Although agents tend to prefer working from home over working in an office, the leading complaint from home-bound agents is isolation. They don't feel like part of the team. This leads to job dissatisfaction and agent turnover.

The same technology that drives call center metrics often includes tools such as web chats and messaging that allow remote employees to communicate easily with other personnel, both in-house and other at-home agents. Companies need to make a concerted effort to include at-home employees in meetings, memo distributions and company events. Many of these employees already use social network tools, so using similar tools as part of their jobs is an effective way to make them feel like part of the whole rather than a lone operator stranded in the middle of nowhere.

Training And Development

Some companies make the mistake of giving in-house employees training opportunities that aren't available to remote agents. The options may be offered to at-home workers, but only if they come into the office. This increases the sense of isolation, and prevents the organization from taking full advantage of the pool of talented professionals working the phones.

Webcasts, training forums and other online tools allow remote employees to attend training functions along with those who can attend in person. Call center metrics highlight what skills individual agents might need training on, as well as what strengths should be further developed. Upcoming classes should always be announced to all employees, in-house and remote, to give everyone equal opportunities.

Industry analysts predict explosive growth in the use of home-based workers in the next few years, so companies should learn now how to use call center metrics reporting systems and other software tools to manage their remote resources effectively.