Call center managers supporting their team members is more important than ever before. With the great return to the office lagging for many businesses across the country, it’s safe to say that remote work is here to stay, at least for the time being.
In fact, according to a recent poll conducted by Morning Consult, “The share of remote workers who would consider leaving their job if they were asked back to the office before they felt safe rose to 55% as of Jan. 6, up from 45% just a week earlier.” (source)
So, what does this mean for the future of company culture, and remote teams’ sense of community and engagement? How can you boost morale and keep your remote call center employees and in-office team members aligned on priorities? Here are three key features within Brightmetrics™ to help you do just that.
1. Public Call Center Dashboards
Call center managers do not only need to keep their remote employees engaged, but also must empower them by providing them with the right data. If your team members are not all aligned and focused on the same performance goals, then how are you going to deliver a unified and superior customer experience?
Creating public agent activity and performance dashboards for your team to access at any time is the answer. Highlight metrics like agent status, average handle time, number of calls waiting in queue, and more. Equip your contact center agents with the right information in a simple and easy-to-understand format in a matter of minutes.
With Brightmetrics summary dashboards, easily select and organize the metrics you’d like to visualize for your call center team. Easily publish a public link for your dashboards without requiring team members to have to log in to the Brightmetrics portal, and keep your entire team informed and motivated. Need to limit or restrict access to certain dashboards? Simply manage your public dashboards by adding or removing IP addresses to comply with any company restrictions.
2. Agent Performance Scorecards
Pulling daily, weekly or even monthly performance reports is not only tedious work but also time-consuming especially these days with a high percentage of your employees perhaps working remotely. However, continuous feedback and communication with your agents, no matter where they are located, is crucial for maintaining high levels of productivity and performance.
So what’s better than spending hours gathering agent performance data, identifying KPIs, and building reports from scratch? Having a scorecard automatically generate these reports for each and every one of your remote call center agents and in-office agents at any time.
With the Brightmetrics Agent Balanced Scorecard™, easily build reports highlighting the metrics that matter most to your team. Set clear and metric-driven goals for your team members, improving agent engagement, retention, and overall productivity. Measuring performance not only contributes to your agents’ feeling of accomplishment but also offers them a sense of purpose and realization of the impact they have on their fellow team members.
Click here to learn more about the Agent Balanced Scorecard.
3. Scheduled Reports
Every individual on your team, especially your remote agents, can benefit from consistent reporting being delivered to their inboxes. The key to this channel of communication is to tailor these reports to be targeted and specific to the person receiving the information.
Team members responsible for weekly or monthly performance goals will appreciate the convenience of these automated reports, and will also prevent your reports from getting lost in people’s inboxes or even going straight to their trash folder. Scheduled reports encourage self-management between team members, establishing better communication and trust.
Easily master scheduled reporting with Brightmetrics reporting tools. It’s as simple as choosing the recipients, the metrics, and scheduling. We also offer extra layers and filters you can use to customize your reporting, such as selecting specific teams or individuals to receive the report and cadence. Our goal is to make the complex simple, and the data digestible.
Click here to learn more tips on how to best utilize our scheduled reporting feature within Brightmetrics.
Going the Extra Mile
No one deals with crises the same way. These days there is even more pressure on our team leaders and managers to support their agents, virtually or not. Clear communication, check-ins with your team members, and transparency in team goals, expectations, and priorities are essential in maintaining employee engagement and job satisfaction.
Acknowledging the importance of a work-life balance with your remote workforce will only become more important as businesses navigate managing distributed call center teams. Just remember, keep doing your best, think outside of the box, and support each other.
If you’d like to learn more about using Brightmetrics in your call center, click here.
