Tips for Engaging Remote Call Center Agents

When hospital call centers transition to remote work-from-home environments, one challenge contact center managers may face is keeping their remote agents engaged. There are many benefits when working from home; however, agents may miss the social aspect. The following tips include ideas to keep your remote call center agents engaged:

1. Regular Communication

There are various ways you can still communicate virtually, both work-related and socially. Schedule daily, weekly, or monthly video or call chats with your team.

Offer optional virtual social gatherings as a way for employees to get to know each other better outside of work. Utilize a secure chat platform and set up different topics (both work-related and non-work related) to encourage employees to ask questions, communicate information, and engage in social conversation.

2. Agent Recognition

Receiving recognition can be very motivating and does not always need to be done with an associated cost. Something as simple as a virtual “thank you” or “great job” can go a long way and makes agents feel appreciated.

Recognize and congratulate agents on achieving goals, work anniversaries, and birthdays. Encourage agents to give kudos to each other to promote teamwork and a positive environment.

3. Offer and Encourage Feedback

It’s important to give feedback to your agents and ask for their feedback. Assess and score agent calls regularly so they know how they can improve and what further training opportunities are needed.

Utilizing surveys is an effective and straightforward way to get agent feedback. Share the results when applicable and communicate any changes to be implemented because of the input. Agents are encouraged to give more feedback if they feel it is taken seriously and results in positive changes.

4. Utilize Gamification

Incentives are an excellent way to engage employees, encourage friendly competition, and promote teamwork. A survey from TalentLMS found that 89% of employees say gamification makes them feel more productive at work.  

Set individual and team performance goals and post the stats publicly to hold agents accountable. Offer virtual or physical rewards when goals are met.  

5. Set Clear Expectations

Transparency from the start holds agents accountable and honest. Set clear expectations for agents so they know what is expected, and there are no surprises. Provide written disciplinary policies for actions such as call avoidance or excessive break time. Share performance metrics with your agents and set individual goals.

Making employee engagement a focus has many benefits for your contact center. Engaged employees are more likely to stay with your organization, which leads to decreased turnover and hiring costs. According to Hubspot, 69% of employees say they would work harder if they felt their efforts were better recognized. Engaged employees are more productive and want to help the organization succeed.