While setting up a home working contact centre may seem complex, the technology and expertise required to do so are readily available. The real challenge is equipping employees with the right equipment, managing, motivating and teaching them from a distance, and ensuring that they don’t begin home working with unrealistic expectations.
For many managers, productivity remains a concern – how will they know if employees are actually doing what they’re supposed to? In reality, monitoring software provides you with more in-depth productivity data than you would ever have in a traditional contact centre. Instead, it’s a case of providing employees with the tools they need, establishing expectations and providing high-quality support when it’s required.