As a general rule, unless you’re working for your own business(es), we advise you to focus on the team formation only after you secure a client. Usually, the onboarding process of a new client is a complex process. You first have to assess the needs of your client in order to properly assemble the right team.
If you have any experience with working in a contact center, you probably know there are two scenarios that bounce back and forth – driving the managers crazy. You either have too many agents that sit around all day yawning, being idle. Or you have to many income callers queueing and not sufficient qualified agents. This is why the first advice is crucial: Assess the real needs of your clients first, and then assemble the team.
When your team is complete, the most important aspect you need to worry about is how you can deliver the best service quality. Again, the agents are the interface for your client, so qualifying for best performance becomes mandatory. Generally speaking, to achieve a level of excellence, your team needs two sessions of training.
First, the agents need to understand your client his prospects, to understand the industry and the niche. Second, you need to offer software qualification training so that every team member can seamlessly navigate and operate your cloud platform.
Last but not least, having a scattered team will eliminate that sense of belonging people enjoy in a brick and mortar call center. Growing a team, in the real sense of the word, is the main challenge of the work from home environment.
This is why we recommend you to be creative and try to create a company culture via the internet, implementing some virtual team building activities. We know, it is not an easy job, but trust us, it is worth it. Your productivity depends on it. Here are few suggestions:
- Try organizing zoom meetings to celebrate your team`s success.
- Online board games evenings with the team.
- Weekly trivia contests.
- Virtual book club.
- Encourage any type of team interaction
For more insights about optimizing teamwork in a contact center, please visit our How to Manage a Call Center article.