Many organisations were forced to shift their contact centre staff to remote positions during these times, but have they done it the right way? Here’s a guide on making the most out of your remote contact centre team.

In emergency situations where your agents may not be able to get to the contact centre it is critical that you have a business continuity plan to enable your agents to work remotely.

Start from the hardware.

Set up your remote workforce with the right:

1.Equipment, including:

  • Laptops
  • Monitors
  • Mouse
  • Keyboards
  • Dongles
  • Headsets

2.Connectivity, including:

  • Measuring your bandwidth
  • Using a secure VPN connection
  • Meeting performance requirements

3.Support, including:

  • Remote tools for support
  • Ergonomic guidelines for workspaces
  • List of shortcuts to applications
  • Emergency procedures

Apart from providing the team with equipment needed for operating remotely, you may want to offer support for staff experiencing this time of working for the first time, by using conferencing tools or remote desktop support options for additional assistance.

Another valuable tip is to develop a playbook, training guide, or even just a checklist that includes shortcuts to tools and applications required by your remote workforce.

Also include contact information for those individuals or teams supporting your remote agents. An at-a-glance guide for your team is always helpful when they need support.

Emergency situations require quick decisions, which is not always possible if you don’t have procedures in place. As you are thinking about your business continuity plan it’s helpful to think about things like: what if our agents need increased bandwidth, a new modem, or a new headset?

Thinking ahead on the handling for shipping or reimbursement for your remote workers helps avoid having to make it up on the fly when you may have other pressing concerns.

Looking to secure your contact centre services against any unprecedented situation?

Download the full guide with details on setting up your remote workforce with success.

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