How Can Remote Supervisors Perform Better?

By Author: Mike
Total Articles: 64
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Remote call centers are emerging and giving opportunities to international agents to work from home and deliver excellent performance and productivity. Mostly, call centers and their staff have become used to the remote work environment. But, still, many supervisors struggle in handling remote working staff and finding ways to work productively and help their team of agents to improve productivity.

I have come up with insightful tips that can help remote supervisors to perform better and with higher productivity.

1. Use an integrated solution

Call centers usually use multiple solutions and tools like:

Call center solution
CRM software
IP PBX solution
Chat software
Live call monitoring solution
And more

Supervisors often waste a lot of time managing multiple solutions. To save the time of supervisors so they can work better and more productively, the call centers must use a comprehensive and all-integrated communication solution. That can help supervisors save time and enhance performance.

2. Supervisors must use integrated supervision tools in real time

It ...
... is necessary for supervisors to monitor the performance of agents in real time, so that one-to-one suggestions can be given to improve the performance of the call center. Whisper, barge-in, live statistics, and conference calling are important features available in all call center solutions. These features can help in improving the performance of agents in real time and reduce the workload of supervisors, too.

3. Supervisors can focus on identifying weaknesses

Along with real time monitoring, call center solutions also provide reports that show all key performance indicators (KPIs). These KPIs can be regularly monitored by supervisors to identify major issues in the performance of agents. The various training programs can be designed based on these details. Supervisors can even propose an upgrade of call center software or call center technology or the need of call center CRM integration or similar infrastructure enhancements based on these details.

4. Use automated tools for quality assurance

AI driven tools are available for all software platforms and contact center solutions are not an exception here. The call center solutions can integrate an AI voice analysis tool, which automatically monitors, measures, assesses, and scores the quality of each call and conversation. This eliminates the need to review all or random calls by supervisors. Instead of an AI voice analysis tool for call centers analyze all calls meticulously and deliver exceptional performance. This saves a lot of time for supervisors and gives them powerful data to take data driven actions.

5. Take feedback from agents

The performance and productivity of supervisors are quite dependent on the performance and productivity of the agents. Thus, both need to work in coordination as a team. Agents can give more insight on the use or missing features in a call center solution. They can also share common concerns of customers and common demands of clients. All this information can help supervisors to take further steps in performing better.
Even if working in a remote environment for supervisors is not easy, call center and AI technology along with the support of agents can help supervisors perform even better and more productively.

For More Information visit https://www.elisiontec.com/cloud-call-center-service-saas/