Just when you thought that after the pandemic of COVID-19, the hype for remote work may decrease! In reality, the growing preference for flexible work environments and remote jobs is increasing at record-breaking speed.
In fact, according to a recent study by McKinsey, if individuals are given a chance to work remotely, 87% of them would happily accept it. Call centers are no different from it in fact, they also hire remote employees to improve their business.
However, running a remote call center business isn’t a piece of cake. It requires you to plan strategically and smartly to recruit your remote employees. You need to ensure that your agents are trained well to serve your leads better.
But what are the ways virtual call centers can use remote agents to ensure excellent customer service? Well, no worries if you don’t know the answer because our today’s blog post is all about it. So stick with us right till the end to know how you can maximize your remote agents’ productivity.
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1. Reduce Customer Workload With IVRs
A great way to empower Clients and reduce the workload of remote agents is to increase the use of self-service features like IVR. Yes, with IVRs, you reduce call queues, hold times, and wait times and allow your clients to get service faster.
Since IVRs navigate the user to the department of their desired query, clients can readily get their service in a much shorter time. This automation can significantly increase the availability of agents while helping them to retain energy.
Queries like order status, transaction history, product updates, and cancellation requests can easily be solved using IVRs. Thus, without the assistance of remote agents, the customer experience is enhanced.
2. Communicate With Your Employees Frequently And Gently
As they say, better communication leads to greater exposure, engagement, and reach. In fact, according to a recent survey conducted by leaders in customer experience, agents get highly motivated when they get into meaningful conversations online with their higher authorities.
This highly increases their performance morale and helps them to value their team. A one-on-one agent meeting from remote locations can also help agents get motivated and share creative ideas for the betterment of customer service.
Ensure that the communication you make is clear and effective and doesn’t go into lower levels of engagement, which might look like more of a time waste.
3. Smartly Train And Hire Your Employees
No matter if it’s a junior employee or a higher authority having the mindset to address and acknowledge an issue is very important. Teaching these ethical knick-knacks during training can greatly help to enhance your agent’s performance.
Yes, even if it is work-from-home employment, naturally, you will always look for top-of-the-line individuals.
Before you recruit any employee, think about what qualities you would want them to have that make them a perfect fit for remote work.
Once you have made a wise recruitment, make arrangements to train them in innovative new ways. It can be as simple as showing them a previous call recording with a valuable lead.
This can help them identify the areas where they need to improve. Also, get feedback from them on where they are getting stuck. All of this will ensure that your agents are serving efficiently your customers, even in a remote environment.
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4. Automate The Call Center Works
When running a remote call center business, you need to ensure you are making the most of the technology. Be it a virtual classroom or a Google Meet meeting you need to ensure that your agents can use the virtual tools effectively.
Not only do virtual tools connect agents, but they also serve as an efficient medium for giving technical support to clients.
You can further optimize your remote work operations by regulating strategic plans like workforce management, which can help you allocate your agents better.
WFM software, in this case, can help you get done with the scheduling problem when there’s a sudden change in the volume of your calls.
5. Evaluate Employees And Give Them Regular Feedback
The great news of the digital era is that more individuals are motivated to work as remote employees. According to statistics, 77% of individuals believe they attain satisfaction when working remotely.
That’s why it is very crucial for business owners to regularly motivate and monitor their employees’ work.
Make data-driven decisions with their performance metrics and real-time tracking reports. Let them know where they are lagging behind. Ask your agents gently how they can improve.
Yes, since they are working remotely, there are bound to be obstacles at home, which can be as simple as losing an Internet connection.
Give them time, trust their integrity, and be patient. Also, when they achieve a milestone, don’t forget to appreciate them. This significantly increases your agents’ productivity and helps them retain a positive environment, which will serve your valuable leads better.
6. Connect With Agents With Virtual Software
Ensure that your remote workers are connected to a centralized place or software where you can guide them efficiently.
This will ensure that your agents are responsive to your clients, too, because being responsive when working in a remote environment is extremely important.
Also, when your agents manage to reach a certain goal, don’t forget to honor them virtually with recognition. This will help them to strive better and serve your valuable clients better.
It is because job satisfaction plays a big role for remote workers. So when they get the slightest motivation, they will surely want to go the extra mile to perform better. Do not be harsh on them, as this might have a negative impact on their morale.
Also, try to engage your remote workers in collaborative team activities so that they do not remain idle and are working on their productivity. This can be as simple as arranging occasional online events or summits so that your agents do not feel low when serving remotely.
Final Thoughts: Ways Virtual Call Centers Use Remote Agents to Ensure Excellent Customer Service
So there you have it all on: the ways virtual call centers use remote agents to ensure excellent customer service.
As you saw, some really simple practices can significantly elevate the productivity of your agents.
So, if you are also thinking of taking up a remote business, don’t forget to check out our article to ensure you are training your agents in the right way so that they offer a better service to clients.
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