How to Manage a Remote Contact Center Team



By Chris Robinson

As any contact center leader knows, managing a team of agents is not for the fainthearted. This is even more challenging with agents working remotely. Deploying excellent technology will help to dramatically improve your customer experience (CX), but to create an entirely frictionless experience, you also need great people.

Finding the Right Contact Center Manager for Your Team

Business leaders know that finding a contact center manager with a can-do attitude is critical to the customer service journey. Being able to cope with a high-pressure environment, whether on the contact center floor or having to spur on the troops remotely, has never been more important. 

Regularly talking to agents and maintaining two-way communication—whether face-to-face, over the phone, via email, or a messaging channel—is key to motivating individuals. Taking the time to listen and engage with people improves productivity. Indeed, a study by York University psychologist Faye Doell found that those who “listen to understand” have better, happier relationships with others. 

A supportive manager will know that giving co-workers and employees the space to communicate fully and openly means that they’re more likely to become part of the team, make suggestions, and collaborate on projects.

Being a good listener means that your contact center manager will create the right chemistry across the team, whether that’s managing twenty agents or over one thousand. An ability for resourcing campaigns properly will also help to further alleviate team stress, while a sound knowledge of the call center technology supporting the work is important. If you’re going to invest in technology, you want to ensure that every member of the team can use it to its full potential.

The phrase “Zoom fatigue” is becoming a real issue for remote workers, so do everything you can to streamline video calls. Click To Tweet

Leading by example, demonstrating their own abilities, and creating a stress-free environment means that any capable contact center manager will inspire those around him or her. When you support your team, you inspire loyalty, which in turn should help to reduce agent churn—something that’s a challenge in the contact center world. 

According to Cornell University, the average cost to replace an agent is between five and seven thousand dollars, with entry level employees being the greatest number to leave (27 percent). Furthermore, contact center workers are absent for 8.2 days a year. That’s higher than any other industry. 

You have the power to not become a statistic and to enhance the agent experience within your contact center, whether locally or remotely.

What Does Great Contact Center Management Entail? 

Making the right hires, providing the necessary training, and supporting agents with great technology will dramatically enhance CX. To accomplish this, consider these management strategies:

  • Hire Smart: Employ the right people and make sure that the onboarding process is as smooth and as informative as possible. This will go a long way in maintaining a happy and productive environment.
  • Use Information: Embrace the data that you collate to help determine what works best for your customers and staff, as well as identify any underperforming areas.
  • Offer Incentives: Rewards and initiatives tap into our basic human needs. This can encourage superior performance and help keep agents motivated.
  • Promote Rest: Breaks have always been important in a call center environment but are even more important now with people working remotely or in strained circumstances. Ensuring that employees get time away from screens and calls will help keep all engagements in perspective.

Ultimately, being able to drive efficiencies through stronger management practices and behaviors will pay dividends. 

Top Tips for Managing Remotely

  • Speak to Your Team Every Day: Communicate with them either as a group or individually. Make the conversations informal and not all about work.
  • Be Available: There’s a fine balance to being available and always being “on.” Manage your time and let people know when it’s an appropriate time to catch up if they need to talk, whether that’s about personal or work-related challenges. Encourage them to do the same with their colleagues.
  • Empower to Harness Trust: Don’t micromanage your team. Outline responsibilities and make sure the entire team is aware of who is supposed to do what. Agree with them about what work they need to do and set realistic deadlines. Then trust people to get on with the task at hand and don’t chase them ahead of the deadline.
  • The Right Tools for the Job: Make sure your remote team has the right setup when working remotely. You may need to ask IT to carry out health checks on their devices and make sure they can use all their software easily. Arrange refresher training for any areas where the tools cause frustration.
  • Calendar Cleanse: Review meetings (i.e., video calls). Discuss whether they’re required, who needs to attend, and who can have their time freed up to address more important things.
  • Introduce Some Process: The phrase “Zoom fatigue” is becoming a real issue for remote workers, so do everything you can to streamline video calls, keeping the time spent short and productive. Have an agenda for every meeting, take minutes, and if you have to share a presentation, share it with people prior to the meeting (not ten minutes before) so they have time to review and can prepare any relevant feedback or questions. This will shorten your meeting time, and you will start to be more productive and less swamped by too much information and not enough time.
  • Make It Fun: There will be times where some members of your team feel upbeat while others struggle, and vice versa. Introduce a few fun ways where you can meet as a team but ask people what they would like to do. Remember, enforced fun is no fun.

Making the right management hires, providing the right training, and supporting your agents with great technology will dramatically enhance your CX. In a time where customers expect more, supporting your agents with the right infrastructure will not only deliver significant savings, but will also increase profitability. 

Chris Robinson is the director and executive chairman of Awaken Intelligence. He has been at the forefront of omni-channel communications for the last two decades. During this time, he has been instrumental in developing solutions that blend the best in contact center processes, unified communications, and cloud computing technologies into a powerful outsourced business offering used by many clients across a variety of sectors.