5 Tips for Communication with New WFH Contact Center Agents

Communication is key to good management. In this time of increasing remote workers—both due to COVID-19 and a rising gig economy culture—raising clear, engaging communication is a way to lead your team to effectiveness and better results.

So how do leaders and managers, working remotely themselves often, achieve this?

  1. Be clear. This can build trust. It sets a standard, goals, that your team members can reach toward. It also helps to avoid any confusion or doubt moving forward in your working relationship.

For example: have specific contact center KPIs you’re looking to hit? Let your team know. Have open, real conversations with each member about performance and what you specifically require of them.

  1. Be supportive. A little understanding can go a long way. Understanding that some of your remote contact center agents have a different family dynamic, perhaps with children at home during this pandemic, or simply work best in late hours maybe or early mornings, can help—especially if you can make some efforts to accommodate this or meet them halfway regarding their schedule. Employees who feel supported and valued often work harder and perform better.
  2. Be available. Weekly standup meetings with each of your call center direct reports can be crucial. This is a time for you to review performance and build rapport. This also offers each person to bring up any concerns or wins they feel they have to share. 

Also, video calls can be much more personal and feel more one-on-one and a simple voice call for your remote agents. It lets your contact center team members also know that they have your undivided attention.

  1. Lead the charge in supporting team interaction on inter-team communication—whether that be through something such as Google Hangouts or Slack. Celebrate wins and progress. Be transparent. This is an excellent way to build rapport and increase morale among your team.
  2. Make it fun. Set up virtual happy hours with games and icebreakers for the team to get to know each other better. Run incentive programs to drive team performance. Get creative with team contests.

Have more tips or ways that have worked for you? Feel free to share! Email us at marketing@qubicles.io.


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