Call Center Sales – Best Practices

Key Attributes of a Successful Virtual Team Player – Profile of a Top Remote Worker

As the number of call center employees working remotely increases, so does the need to effectively manage remotely. Here is an article by Nancy Settle-Murphy that we hope you find useful.

Just because someone works virtually doesn’t mean that person really has what it takes to collaborate successfully. In fact, many who work remotely are poorly-suited to make the connections they really need to thrive.

In this article, we look at characteristics that make for a successful virtual collaborator, and those that may cause big problems for many remote workers.

We recognize that some jobs don’t require a great deal of real collaboration to get work done, and that other jobs can be performed competently by the “lone wolf” who remains detached from colleagues. Here we focus on qualities that are especially important for those who rely on successful collaboration to shine.

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Managing the Virtual Employee!

Here is an article for the call center managers that manage remote employees. Hope these tips are a help to you!

Technology is a powerful tool that will continue to affect the working environment. The ability to stay connected no matter where the employee is located, allows companies to be more flexible with their business decisions and with employees.

Most companies still operate from a physical space though they are using technology and incorporating a virtual employee model into their business. Why would companies promote virtual employees?

They can have access to talent that don’t want to move, can create a national sales presence with minimum overhead costs, or a benefit they offer to high performing employees. Whatever the business reason, virtual employees are multiplying in work environments.

As a manager, you already been faced with challenges in managing your staff and the workflow of your unit. What happens when you are not able to physically see what an employee is doing….how do you manage them?

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Telecommuting Policy Development – Top Ten Tips

Telecommuting offers a lot of benefits to both the employer and employees. For the company, the set up means a more cost-effective way of operating business functions because less energy is consumed for the performance of daily tasks. There is also little need to manage a huge workspace when most of the workers are accomplishing their assigned tasks from outside the office.

For employees, working from home allows them to save from the expenses incurred commuting to and from the office. It also gives them an opportunity to spend more time with their families, as in the case of WAHM (work at home mom), and reduce work-related stress.

Developing a work-at-home policy: A guide for HR managers

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4 Helpful Guides in Leading a Virtual Working Environment

Managing mobile or remote workers is considered one of the principal challenges among companies when establishing a virtual office. This is due to the fact that the nature of a virtual business is somewhat difficult to supervise because the operations and transactions are based entirely via Internet.

This may be the reason why many of these organizations are reluctant to engage in such field of endeavor. While manifesting hesitancy, they are, however, just allowing this view to hold them back from reaping the bountiful benefits offered by a virtual business.

Are you confident that your virtual employees are as productive as those that you physically encounter working at their desks? Do your wonder if remote workers are less productive because of the lack of physical supervision? Each of us may have different views, but one thing is certain, the above questions are not the questions we should be asking.

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How To Use The Online SMART Goals Form

Using SMART Goals as a way to motivate your staff, provide discipline, and to keep your call center agents on the right path, helps save time and reduce non-achievement of company metrics.

Call Center Best Practices has two resources that will help you understand the process and more importantly help you effectively create SMART goals on on the fly.  Both resources can be found in the SMART Goals section.

Here is a video showing you how easy it is to use the online form:

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Review Writing Tips

Writing Reviews

Are performance reviews something you dread or even avoid?

You may be avoiding using a valuable management tool.

They should not be. A well-written performance review can increase productivity and reduce performance issues. By writing a delivering performance reviews, you have the opportunity to uncover resolutions to performance issues.

You may develop a new understanding of your employee’s perspective on the tasks at hand. You will create a relationship with your employee and communicate goals that will enhance their work.

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Leadership and Customer Service – is There a Link?

By Derek Williams

It’s your first day in a new job.

This is the job that you really wanted. The one that you saw advertised and immediately knew was for you. The one that you spent hours crafting an application letter for. The one that required you to beat all the other applicants at interview. The one where you anxiously awaited the postman to see if you’d been successful.

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Are Your Meetings MINM or JAM?

by Eileen McDargh

When people come to your meetings, do they say “this is a meeting I never miss” (MINM) or do they say “this is just another meeting.” (JAM)

Unproductive meetings gobble up an estimated 20% of corporate payrolls, throwing away $420 billion a year. American business people engage in an estimated 11 million meetings every workday. The average American executive spends 17 hours a week in meetings and more than 6 hours preparing. At an average salary of $45,000, more than $18,000 per executive is spent in meetings. Before you call another meeting, ask yourself:

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Stop the Gossip and Save the Team

Bill Nelson

Without doubt one of the single biggest team slayers is ‘gossip’. It is a form of communication that is found in some, if not all situations of a modern society.

If allowed to exist, it can stifle and in severe case totally destroy a situation.

But why is it so widespread?

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