What do you do if virtual collaboration hinders call center administration efficiency?

1 Assess your tools and platforms

The first step is to evaluate the tools and platforms you use for virtual collaboration. Are they reliable, secure, user-friendly, and compatible with your call center systems and processes? Do they offer the features and functions you need, such as chat, video, file sharing, screen sharing, and analytics? Do they integrate well with your CRM, ticketing, and quality management software? If not, you may need to upgrade, switch, or add new tools and platforms that suit your needs better.

2 Establish clear communication protocols

The second step is to establish clear communication protocols for your virtual collaboration. This means setting expectations and guidelines for how, when, and why you communicate with your team members, managers, and customers. For example, you may want to define the frequency, duration, and agenda of your team meetings, the channels and methods you use for different types of messages, the response time and tone you expect from your colleagues and clients, and the escalation process for urgent or complex issues.

3 Train and support your staff

The third step is to train and support your staff on how to use the tools and platforms for virtual collaboration effectively and efficiently. This means providing them with the necessary resources, instructions, feedback, and coaching to help them master the skills and competencies required for remote work. For example, you may want to offer them online courses, webinars, manuals, tutorials, or demos on how to use the tools and platforms, how to communicate professionally and respectfully, how to manage their time and tasks, and how to handle difficult or challenging situations.

4 Monitor and measure your results

The fourth step is to monitor and measure your results of virtual collaboration. This means collecting and analyzing data and metrics that reflect your call center's efficiency, quality, and performance. For example, you may want to track and report on indicators such as call volume, handle time, resolution rate, customer satisfaction, employee engagement, and productivity. You may also want to solicit and act on feedback from your staff and customers on how to improve your virtual collaboration practices and outcomes.

5 Optimize and innovate your processes

The fifth step is to optimize and innovate your processes based on your results and feedback. This means identifying and implementing improvements and enhancements that can boost your call center's efficiency, quality, and performance. For example, you may want to automate, streamline, or standardize some of your workflows, tasks, or procedures, leverage best practices or benchmarks from other call centers or industries, or experiment with new ideas or solutions that can add value or differentiation to your services.

6 Celebrate and reward your achievements

The sixth and final step is to celebrate and reward your achievements of virtual collaboration. This means recognizing and appreciating your staff's efforts, contributions, and accomplishments in working remotely and collaboratively. For example, you may want to acknowledge and praise their achievements in public or private, offer them incentives or bonuses, or provide them with opportunities for growth or development. You may also want to share and showcase your success stories and learnings with your customers, partners, or stakeholders.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?