The night of Halloween is upon us! For the past two Halloweens, we’ve been under the spell of a pandemic that took countless lives and upended the lives of the living. A grim mood gripped the world as people stopped going out and sought alternative ways to carry on their work. Remote working has helped employees and employers continue their business operations. While they faced a few challenges navigating the uncharted waters of this new working mode, remote call center solutions helped them and their businesses stay resilient in the face of danger.
Today, as vaccines become widely available, the pandemic’s curse is slowly lifting, and people are returning to their everyday lives. Yet, the lasting effects of the pandemic remain, and life will not be the same. Remote working call centers, for example, have helped businesses and their customers during the pandemic’s dark days and will continue to be a significant part of the call center industry for a long time. Therefore, it is crucial to tackle remote call center employees’ challenges and find viable solutions that benefit agents, their employers, and the brands they represent.
This Halloween, we add a spooky twist to these challenges and help you find solutions. Without further ado, let us delve deep into the world of remote working horrors and find remedies before Halloween ends.
1. Day of the Dead Wi-Fi
With more people working from home, internet connectivity issues and frozen Wi-Fi have become recurring problems. While these may not pose significant challenges for other businesses, they can severely affect work-at-home call center employees who provide 24/7 customer service via voice, chat, and email. How can you ensure a superior customer experience over a zombified Wi-Fi connection?
The Cure: Have a backup internet connection from a different telecom provider on standby to switch between connections easily without affecting performance and customer experience.
2. Lack of a Quiet Place when working in Remote Setting
Everyone faces distractions while working from home, whether the doorbell rings or your dog barking. Who can forget Prof. Robert Kelly’s famous remote working moment? For remote call center employees in voice processes, these background noises can severely impact customer experience.
The Cure: Inform people about your working hours and ask them to inquire about your availability via SMS before visiting. Schedule online deliveries to avoid clashing with your working hours. Set up your office in a regular working area (preferably a lockable room) to minimize distractions.
3. The (Work-Life) Bridge Curse
Maintaining a work-life balance during remote working has troubled many during the pandemic. Work-at-home call center agents are no exception. The lack of a bridge between work and home life can lead to depression.
The Cure: Allocate specific times for work and home life. Create a routine and share it with your family members. Adhering to this routine will help you strike the right work-life balance.
4. Feeling Alone
In a remote environment, it’s natural to miss office culture—the events, peer meetings, chitchats by the cooler, and small exchanges between calls. Now that your home office is your workplace missing these interactions can lead to FOMO. Lack of communication between you and your supervisors can worsen the feeling, making you feel disengaged and left out.
The Cure: Organize virtual meetings using teleconferencing software and talk to your colleagues, even if it’s just for five minutes once a week. Use such platforms to celebrate birthdays and team successes. Proactively communicate with your manager or supervisor to ensure you don’t miss any crucial information on your day off. These actions will prevent you from feeling alone or left out.
5. The Machine Issues
Not all work-at-home call center agents are tech experts. What happens when their PC or laptop hangs mid-interaction? Tech-related issues can often affect agent performance and customer experience, so it’s crucial to take adequate precautions from the start.
The Cure: Ensure all computer hardware, software, and accessories are in top condition and up-to-date before starting work in a remote call center. Install antivirus software and perform regular scans and cleanups for viruses and adware. Learn basic tech fixes through self-learning methods such as how-to articles or YouTube tech fix videos. Keep the contact details of your company’s tech support team handy. Inform your manager or supervisor right away if you face any tech issues.
These small but essential steps can help you cope with remote working challenges in a work-at-home call center and reap the benefits of remote working.
Partner with Fusion CX for Superior Remote Call Center Solutions
At Fusion CX, we specialize in global operations that ensure seamless customer support for businesses worldwide. Our remote call center solutions overcome remote working challenges and provide your team with the necessary tools and support to deliver exceptional customer experiences.
Why Choose Fusion CX for Remote Call Center Solutions
- Global Delivery Capabilities: Our multilingual support teams operate across various time zones, ensuring round-the-clock service.
- Robust Technology Infrastructure: We provide state-of-the-art technology solutions to keep your operations running smoothly.
- Expert Training and Support: Our comprehensive training programs ensure your agents are well-equipped to handle any situation.
