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During the pandemic, it was a necessity for many companies around the globe to allow their workers to work remotely on a full-time basis. That move helped to accelerate an emerging trend that was already underway in call centre operations: the rise of the virtual call centre agent. These agents work from home or remotely, not in a traditional call centre.
Cloud computing and the proliferation of broadband infrastructure make a virtual call centre business possible. A virtual call centre agent is less reliant on call centre telephony hardware and can use computers, Voice over Internet Protocol (VoIP) technology, and less costly software to provide seamless customer service, technical support, or marketing services to clients.
Future call centre predictions suggest that the virtual call centre business is here to stay. That means plenty of job opportunities for virtual call centre agents and teams. In fact, research analyst firm Gartner projects that the number of virtual call centre agent employees is expected to grow by 60% in the two years between 2022 and 2024.
As noted above, virtual call centre agents work from home or other remote work sites. A location such as a co-working space or a regional office would be an example of a place where a virtual call centre agent might perform their job instead of in a traditional call centre environment.
A virtual call centre agent is connected to their company’s call centre operations by technology, especially virtual call centre software.
Virtual call centre agents are connected to a business’s call centre operations and can work from anywhere. This sometimes means that a company does not need to set up and maintain a physical call centre facility, which saves on real estate costs. And with virtual call centre agents located in different time zones, or even in other countries, the business can enable 24/7 inbound customer support or outbound call coverage.
For all the benefits virtual call centre agents can provide, managing remote workers and teams can be challenging. Traditional inter-office communication, such as individual and group meetings conducted in person, is rarely possible. Extra reliance must be placed on email, video calls via platforms like Zoom or Microsoft Teams, and virtual chat through instant-messaging services like Slack.
Make sure remote agents have access to the same updated software and technology as agents who would work on-premises. Failing to ensure this results in poor integration into the contact centre operation (if you maintain a traditional one) and, of course, poor customer and employee experiences.
To prevent burnout and maintain a positive work environment, it's essential to prioritise employee well-being. Conduct regular check-ins with agents to assess their workload, stress levels, and overall job satisfaction. By actively listening and identifying signs of burnout, you can take proactive steps to alleviate excessive workloads, adjust responsibilities, or offer additional support. Read our blog post about contact centre burnout to learn more.
Any agent benefits from regular feedback, mentoring, and coaching but these are particularly important to agents working remotely. Coaching helps to develop an agent’s skills, and it can be an important point of communication between agent and supervisor.
Coachable moments from actual customer interactions in recorded calls and transcripts provide real-world solutions for agents and are easy for coaches to highlight and use, further cementing the agent-supervisor relationship.
To ensure your virtual call centre is operating efficiently and effectively, it's essential to track and analyse key performance metrics. By monitoring metrics like average handle time (AHT), first call resolution (FCR), abandonment rate, customer satisfaction (CSAT), net promoter score (NPS), agent occupancy rate, agent turnover rate, call routing efficiency, quality assurance (QA) scores, and cost per contact, you can gain valuable insights into your operation's performance.
Strive to reduce AHT while maintaining high-quality service, increase FCR rates to improve customer satisfaction, and minimise abandonment rates by addressing wait times and call routing issues. Conduct regular customer satisfaction surveys to gather feedback and identify areas for improvement. Aim for a high NPS score to gauge customer loyalty and willingness to recommend your business. Ensure agents are not underutilised or overworked by monitoring agent occupancy rate and addressing agent turnover rate issues.
Analyse call routing data to optimise strategies and reduce unwanted call volume by using conversation analytics. Conduct regular QA assessments to evaluate agent performance and identify training opportunities. Finally, calculate cost per contact to assess operational efficiency and identify areas for cost reduction.
By tracking and analysing these metrics, you can make data-driven decisions to enhance customer satisfaction, improve operational efficiency, and drive overall success in your virtual call centre.
Finally, always recognise ability and reward good work, especially when your team members achieve exemplary customer satisfaction. Recognition for agents who are working remotely can be doubly important since they may feel detached from a physical call centre operation where agents are close to management and can receive kudos in person, and in the moment.
You’ll want to create a training program that helps new agents working remotely hit the ground running and feel like they have all the knowledge and resources they need to succeed. This means imparting the basics of call-handling procedures and customer service techniques and delivering solid knowledge of the product. You’ll also want to instruct virtual call centre agents on how to use all the software tools available to make their jobs easier, and customer interactions better.
All agents can benefit from continuous learning. However, the reality is that call centre leaders don’t always have the time or resources to maintain an ongoing coaching program. However, the use of micro-coaching can be an effective approach.
Micro-coaching involves the use of easily digestible, coaching pointers delivered to agents in real time. The approach is made possible with a conversation intelligence platform like Invoca, which tracks, records, transcribes, analyses, and scores every call made and received in the call centre. Immediately following calls, managers can review transcripts to identify keywords and flag issues, so they can quickly seize on coachable moments with any agent, working from anywhere.
A successful virtual call centre operation really begins with intelligent call routing. It creates a poor customer experience when a call is routed to the wrong department, or an agent who does not pick up.
AI-powered automated call routing eliminates the guessing game by identifying who is calling and what they need, then sending them to the right respondent at the first attempt. Invoca’s call routing features also enable personalisation in every call to enhance the customer experience.
Integrating all three types of agents (human agents on-site at the traditional call centre, virtual human agents, and AI-powered agents) is easier with the right technology. Be sure to equip your virtual agents with the same type of resources as your on-site agents, such as CRM access and VoIP technology.
Security and data protection are key concerns in any contact centre environment but it’s especially important in a virtual call centre business. Call tracking and recording software, such as Invoca’s solution, can help monitor compliance by providing automated QA scoring of every call handled by virtual call centre agents and agents in traditional call centres.
Here are some other considerations for ensuring security and data protection in virtual call centres and work-from-home arrangements for agents:
Your virtual agents trying to work with a slow internet connection or a headset that keeps cutting out is like trying to run a marathon with a broken leg!
To help them succeed, equip your agents with the right tools. A fast internet connection is their superhero cape, a good headset is their trusty sidekick, and a CRM is their secret weapon for managing customer info. And let's not forget about Invoca – it's like having a personal coach that listens to every call and gives tips for improvement. With the right tools in their hands, your agents can be unstoppable customer service superheroes!
In a virtual environment, it's crucial to cultivate a strong company culture that fosters a sense of community and belonging among your remote agents. Organise regular online events, games, or challenges to promote camaraderie and engagement. Consider virtual happy hours, team trivia nights, or collaborative projects to encourage interaction and build relationships.
To enhance employee satisfaction and work-life balance, consider offering flexible work arrangements. Allow agents to choose their own work hours within designated timeframes, giving them the freedom to accommodate personal commitments. Additionally, provide the option for remote work, allowing agents to work from locations that suit their needs, such as home offices or coworking spaces. By offering flexibility, you can attract top talent, boost morale, and improve overall productivity within your virtual call centre.
Your customers are the heart and soul of your business. By actively seeking and listening to their feedback, you can gain invaluable insights for continuous improvement. Implement a customer feedback strategy that includes regular surveys and dedicated agents for follow-up. This will help you understand your customers' needs, address their concerns, and ultimately enhance their overall satisfaction.
As a manager and leader, remember that your team members are invaluable sources of information. By actively seeking and valuing their feedback, you demonstrate your humility and commitment to continuous improvement. Your agents are on the front lines, interacting with customers daily and gaining unique insights into your virtual call centre's operations. By understanding their challenges and perspectives, you can identify opportunities for growth and create a more positive and productive work environment.
Using cloud-based technology can significantly reduce costs associated with on-premise hardware and maintenance. Additionally, cloud solutions offer unparalleled scalability, allowing you to effortlessly adjust your virtual call centre's capacity to meet fluctuating demand. Furthermore, cloud-based platforms often provide advanced features such as automatic updates, seamless integration with other systems, and robust analytics tools, empowering you to optimise your operations and enhance customer experiences.
Invoca’s cloud-based and AI-powered conversation intelligence platform offers tremendous benefits for both virtual and physical contact centres.
Invoca’s automated QA scoring and coaching features work seamlessly for all agents, whether they are stationed off-site or on-premises. Agents receive scores immediately after calls, and real-time feedback in the platform, making it easy for leaders to coach agents working from anywhere.
Want to learn more about how Invoca can help you coach virtual call centre agents? Check out these resources:
