Comments on: Answers: Homeworking http://www.callcentrehelper.com/answers-homeworking-1897.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Yve M http://www.callcentrehelper.com/answers-homeworking-1897.htm/comment-page-1#comment-9080 Yve M Fri, 20 Feb 2009 17:34:50 +0000 http://www.callcentrehelper.com/answers-homeworking-1897.htm#comment-9080 Live Exchange offeres an independent contractor service which poses serious challenges in terms of employment law and security. It is a US company trying to replicate the US model where there is much more flexibility in terms of all this, but the model doesn't really fit in the social and legal UK framework from experience. Live Exchange offeres an independent contractor service which poses serious challenges in terms of employment law and security. It is a US company trying to replicate the US model where there is much more flexibility in terms of all this, but the model doesn’t really fit in the social and legal UK framework from experience.

]]> By: Anne R http://www.callcentrehelper.com/answers-homeworking-1897.htm/comment-page-1#comment-7125 Anne R Wed, 07 Jan 2009 23:38:29 +0000 http://www.callcentrehelper.com/answers-homeworking-1897.htm#comment-7125 Any one interested in homeworkers might want to take a look at Live exchange. My organisation did not find home working successful. Live ex is proving to be a much more convenient option... Any one interested in homeworkers might want to take a look at Live exchange. My organisation did not find home working successful. Live ex is proving to be a much more convenient option…

]]> By: Derek K. http://www.callcentrehelper.com/answers-homeworking-1897.htm/comment-page-1#comment-2819 Derek K. Mon, 15 Sep 2008 21:43:05 +0000 http://www.callcentrehelper.com/answers-homeworking-1897.htm#comment-2819 One thing my remote agents don't have, that I'd like them to have, is an emergency button on the phone. But generally, I've found that my remote agents tend to be the best performing as well. I'm currently trying to get several of them brought to the call center to sit with my in house agents and give tips. Partially, that's because you hire a different type of person for remote work - they have to be very motivated and self-managing, which means they'll tend to excel at things like meeting stats.... One thing my remote agents don’t have, that I’d like them to have, is an emergency button on the phone.

But generally, I’ve found that my remote agents tend to be the best performing as well. I’m currently trying to get several of them brought to the call center to sit with my in house agents and give tips.

Partially, that’s because you hire a different type of person for remote work – they have to be very motivated and self-managing, which means they’ll tend to excel at things like meeting stats….

]]> By: Jeremy http://www.callcentrehelper.com/answers-homeworking-1897.htm/comment-page-1#comment-2551 Jeremy Thu, 11 Sep 2008 11:07:18 +0000 http://www.callcentrehelper.com/answers-homeworking-1897.htm#comment-2551 I agree that feeling part of the team is important. So having a Company IM installed on the computer so that they can see who else is logged on and chat to them - and their manager/leader/supervisor. Giving them the ability to transfer calls easily to a more skilled agent Ensure the calls they get are suitable for them Protect them with Call Recording All these things give the agents the confidence and ability to work and the knowledge that their Manager has full visibility of what they are actually doing with real time stats on their activity means that there is motivation too. I agree that feeling part of the team is important. So having a Company IM installed on the computer so that they can see who else is logged on and chat to them – and their manager/leader/supervisor.

Giving them the ability to transfer calls easily to a more skilled agent

Ensure the calls they get are suitable for them

Protect them with Call Recording

All these things give the agents the confidence and ability to work and the knowledge that their Manager has full visibility of what they are actually doing with real time stats on their activity means that there is motivation too.

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