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The Role of Workforce Optimization in Remote Call Environments

by Barry Knack, Director of Education and ProServices, CallCopy - January 10, 2013

The Role of Workforce Optimization in Remote Call Environments
 By Barry Knack, Director of Education and ProServices, CallCopy


The realignment of agent locations to remote stations is transforming contact center management’s view of their agents and methodologies for ensuring each staff member is performing to their top potential and within guidelines. Without physical visibility, management must ensure agents are performing the proper duties, diligently protecting customer information, and are actively engaging with the company as a whole to learn about new product and service offerings and desired call handling practices. Managers also need to be sure remote workers are properly shielded from unruly callers and have the right alerts in place to help agent resolve disputes.

Call center operations managers have a tool that is available to help them meet the demands of this shifting work environment, properly monitor staff, and empower remote staff to feel like they are a part of the team. In a traditional call center setting, managers often conduct “management by walking around” (MBWA), which does allow them to gauge the tone and speed of the agents, and provide real-time guidance or to intervene if necessary. This approach does not apply with the at-home agent model, so managers need to adapt in order to bring the order and uniformity of the traditional center into the remote agent’s workspace.

WFO platforms can replicate the MBWA model of call center monitoring, and even provide the managers with some sophisticated new technology tools. By viewing the agent’s screen in real time, supervisors can quickly gauge the speed and overall efficiency of each agent. Here are some key best practices for contact centers that need to manage at-home agents.

Decreases in digital storage costs have made 100-percent call recording the industry standard. Recording all calls allows supervisors to gain insights into agent’s tone and knowledge, and also helps them pick up and correct inappropriate noises such as barking dogs or screaming kids. Screen capture is also needed to complement the voice recording so managers can see what actions the agents were taking while they are conducting calls. The time required for the agent to find requested information can be measured and analyzed, allowing the supervisor to make judgments on staffing requirements or possible disciplinary action. Screen capture also can help spot top-performing agents that proactively search for information before the caller actually makes a request.

Technology means that remote workers do not need to be at a disadvantage in terms of training and mentoring. An advanced WFO suite will include a peer-based quality management system that allows senior representatives to provide tips and coaching for other staff members. Such an approach enables much more ground to be covered than is possible with just supervisors, and it can be framed as a learning exercise instead of a more formal review of performance.

Ensuring the safety of customers’ private information is a very real concern for managers of at-home agents. Various regulations such as Health Insurance Portabil­ity and Accountability Act (HIPAA), Gramm- Leach-Bliley Act (GLB), European Union Data Protection Directive, and the Canadian Person­al Information Protection and Electronic Docu­ments Act (PIPEDA) place strict requirements on call center operators who face stiff fines for non-compliance. The management needs safeguards in place, but also needs to understand the privacy of the employee’s home. The best security implementation will include both active and passive elements. A quality WFO brings multi-tiered security first through remote personal observation tools such as screen capture and real-time monitoring of the agent’s work environment. WFO vendors should ensure the voice stream and data packet of the screen capture are encrypted to prevent any proprietary company or customer information from being breached. The system should also include a masking feature that obscures customers’ sensitive data as it is entered onto the screen. This is a good example of a passive layer of security which serves as a clear reminder to agents that they should not be retaining any sensitive customer payment card information. Speech analytics can also serve as forensic e-discovery where investigations can uncover if an agent failed to follow set procedures.

Most call centers train their employees on handling unruly customers and sensitive issues that need to be escalated. Such practices are simpler to implement when supervisors are down the hall on a shared telephony system. For remote agents, a WFO’s call recording functions can help to vindicate the actions of an agent who might be at the center of a customer complaint. Calls of a threatening nature benefit from call recording and some WFO vendors feature real-time chat which allows the agent to alert the off-site supervisor to the occurrence of a harassing call, offers the agent some protection, and also enables a defined process that does not cause further customer anger.

Screen capture and call recording are only useful if center management has a sound communication platform to keep in touch with remote agents. WFO platforms offer tools such as instant messaging (IM) and online chat that feature secure and individualized communication that can be archived. Another component is a performance management solution that features simple dashboards where agents can review their real-time performance (average hold time, issue resolution percentage, etc.) and take real ownership of their performance in an effort to refocus their efforts on providing the best possible service.

With a WFO in place, managers can run a more efficient at-home call center as they can now properly monitor and mentor remote staff members, manage trouble calls, and keep in touch through online communication technology. The work-from-home trend is not slowing, and call center operators who want to be nimble and adapt should deploy a well-equipped WFO solution to ensure agents can work efficiently and confidently for their customers’ increased satisfaction.

Author:
As CallCopy’s Director of Education and ProServices, Barry Knack is responsible for client education. Barry works with each client company to tailor WFO suite education sessions to each client’s needs. Barry and the rest of CallCopy’s education team conduct monthly training covering all end-user roles, including work-at-home agents.



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