What You Need to Know
- Sales reps, especially, need instant access to information.
- One solution is to create a virtual support team.
- Another solution is to use a web chat system to keep teams connected.
Throughout the course of the COVID-19 pandemic, agents were forced to reevaluate their selling practice, prioritizing the most important aspects: health and safety.
At the beginning of the pandemic, many of us presumed remote work would be a temporary pivot.
There are countless upsides to remote work for agents.
- No commute.
- More flexibility.
- A relaxed dress code.
- Snacks at an arm’s reach!
Even with these benefits, there are several challenges that agents must work through that cause some hesitation or rejection.
Yet, these problems are not impossible to overcome when making or managing the transition.
Support can become complicated for agents in a work from home contact center.
If basic resources are not accessible and available within seconds, agents will become frustrated from trying to opening conversations, being relevant, locate information and sales conversation will plummet.
Solution: Invest in technologies that encourage ongoing communication for agents in contact center from home roles. These resources should empower agents to find (or ask for!) information quickly and efficiently.
Put together a virtual support team to help supervise agents in work from home contact center jobs and give them easy support. Web chat is another effective way to communicate between agents and supervisors.