With the advance of modern technology, it is now easier than ever to allow your telemarketing, telesales or new business team, or some of them at least work from home. There are many advantages
- You can recruit suitable candidates from a larger pool of people
- All activity (and KPIs) are measurable and so you can pay them based on agreed inputs and outputs
- Your offices may not be conducive to having phoners in the office. Your office may not be big enough, and sometimes phone teams can be noisy! Especially if they’re good!
There are some things to watch out for though as well. Just because they’re not in the office doesn’t mean they don’t need managing. Of course they do, more so in fact possibly. “Out of sight, out of mind” mustn’t be allowed to prevail.
You will need them to come in to the offices on a regular basis, once every 2 weeks at the minimum generally. You need to ‘plug them in’ to the mothership, meet and chat with some of their colleagues and hear the corporate messages and understand the businesses philosophy and culture. After all if they’re representing the business on the phone, they need to understand what they’re representing.
I read a report recently which said that you can expect a hike in contact centre productivity of around 20% average. Wow! Traditional psychology says a job with high demand and low control typically leads to stress. This is one of the main causes of churn in contact centres – high staff turnover, which impacts productivity.
Home-based advisors show what can be achieved if trust and control are placed with the individual – and most contact centres can benefit from this. They also need training too of course. To be made to feel valued and to understand that the business has standards and is looking for professionalism in all dealings with customers.
To Market provides training for customer service, contact centre and call centre teams around the UK. Courses can be in-house commissioned courses for teams of people. We also run open courses at venues across the Midlands (posted on www.tomarket.co.uk) including Birmingham, Sutton Coldfield, Lichfield, Coventry, Daventry, Rugby, Lutterworth, Leicester, Nottingham, Derby, Milton Keynes, Wellingborough, Corby, Kettering, Northampton, Oakham, Peterborough, St. Ives, Cambridge, Newmarket, Bury St. Edmunds. Contact us on 01858 461148 or e-mail firstname.lastname@example.org if you want to discuss your training requirements in more detail.