Tips for Engaging Remote Call Center Operators

Enabling your operators to work from home with a cloud contact center has many advantages. Hosted solutions are low maintenance, reliable, and eliminate costs. With modern tools like AI-based analytics, secure messaging, call transcription, and scheduling, it easily supports performance-based environments. However, when call centers transition to remote work-from-home environments, one challenge they may face is keeping their remote operators engaged. While there are many benefits to working from home, operators may miss the social aspect of not being in the office each day. Learning how to best keep your employees engaged in the remote environment may be an adjustment.

The following tips include ideas to keep your remote call center operators engaged:

1. Regular Communication.

One thing that operators may miss about not being in the office each day is the social aspect. There are a variety of ways you can still communicate virtually, both work-related and socially.

• Schedule daily, weekly, or monthly video or call chats with your team.
• Offer optional virtual social gatherings as a way for employees to get to know each other better outside of work.
• Utilize a secure chat platform and set up different topics (both work-related and non-work-related) to allow employees to ask questions, communicate information, and engage in social conversation.

2. Operator Recognition.

Receiving recognition can be very motivating, and it does not always need to be something of high cost or value.

• Something as simple as a virtual “thank you” or “great job” can go a long way and will make operators feel appreciated.
• Recognize and congratulate operators on achieving goals, work anniversaries, and birthdays.
• Encourage operators to give kudos to each other to promote teamwork and a positive environment.

3. Offer and Encourage Feedback.

It’s important to give your operators feedback and ask for their feedback.

• Assess and score operator calls regularly so they know how they can improve and what further training opportunities are needed.
• Surveys are a great and easy way to get operator feedback. Share the results when applicable and communicate any changes to be implemented as a result of the feedback. Operators are encouraged to give more feedback if they feel it is taken seriously and results in positive changes.

4. Utilize Gamification.

Incentives are a nice way to engage employees, encourage friendly competition, and promote teamwork. A survey from TalentLMS found that 89% of employees say gamification makes them feel more productive at work.

• Set individual and team performance goals and post the stats publicly to hold operators accountable. Offer virtual or physical rewards when goals are met.

5. Set Clear Expectations.

Transparency from the start hold operators accountable and honest. Set clear expectations for operators so they know what is expected and there are no surprises.

• Provide written policies and enforce issues with verbal or written warnings, such as call avoidance and excessive time off or break time.
• Share performance metrics and set individual goals.

Making employee engagement a focus has many benefits for your call center. Engaged employees are more likely to stay with your organization, decreasing turnover and the costs of hiring and onboarding new employees. They are also more productive and want to help the business succeed. Building these tips into your call center processes will significantly benefit your company and lead to more productive operators.