When starting a new virtual call center, an organization should pay attention to the right hiring process, training process, tools and software, and workflow. When hiring new employees as support staff, an organization should look for people who can work independently. Workers must be able to manage themselves well and be proficient in written and verbal communication.
New employees should be made aware of the organization’s policies, procedures, and tools. Training can be done through video conferencing software, so new employees can walk through processes and demonstrate how to use certain tools. Other training materials, such as video training materials, may also be used. Weekly meetings can be held with new employees to ensure they are moving at a good pace and have a clear understanding of the operation.
Best practices for managing VCC Best practices for managing virtual call centers include:
- Ensure a safe working environment: Ensure employees adhere to security policies and are connected to private VPN or hotspots.
- Create a collaborative environment: This will help employees feel part of the team and promote sociability.
- Promote structure: Promote structure Having a solid structure to follow can help more productive front-line workers feel more comfortable.
- Don’t micromanage: Due to the lack of direct monitoring, organizations may want to monitor employee productivity with tools like keyloggers. However, some employees may not respond well to this.
- Interact with customers: Interact with customers or teammates via video call. This will help employees be more friendly with colleagues and customers.
- Offers helpful training options: Screen sharing and video conferencing tools and training videos can help train employees remotely. However, while an employee learns best in a physical office space, face-to-face training should also be facilitated.
- Work on different time zones: Having employees in different time zones means that the organization can answer calls at any time of the day, whenever needed.
