Set clear expectations and goals for them. Define their roles, responsibilities, performance metrics, schedules, and communication channels. Align their goals with the overall objectives and vision of your contact center and organization. By doing this, you can help your agents understand what is expected of them, how they will be measured and rewarded, and how they contribute to the bigger picture.
Estabeleça regras claras: Defina expectativas de comunicação, prazos e entregas desde o início. Use a tecnologia a seu favor: Ferramentas de colaboração como Slack, Trello e Zoom podem manter a equipe conectada e produtiva. Reuniões regulares: Mantenha reuniões de equipe regulares para acompanhar o progresso e abordar quaisquer problemas.
Define Clear Expectations: -Clearly outline roles and duties for far off or hybrid group contributors. -Set measurable dreams to create a roadmap for success. Recognition and Rewards: -Acknowledge achievements publicly to boost morale. -Implement a praise device to recognize terrific overall performance. Wellness Initiatives: -Implement health applications to support mental and physical health. -Encourage breaks and day without work to prevent burnout.
As mentioned in the point above, we set a finish line before the month begins and provide up-to-the-day visual factory management so that our reps know where they're at and what they need to do to achieve the goal. The goals we set are realistic and achievable but challenging. Our employees know when a goal is set that is unachievable and setting a goal in that way can actually work against you. The philosophy of our goals are the same month-in and month-out and are just a function of math. One month may be more challenging than the next but they're all achievable and always with the customer in mind.
This is a key and integral part of motivating a hybrid or fully remote work force. Set clear expectations from the very beginning regarding roles, responsibilities, and performance metrics. This clarity helps employees understand their objectives and fosters accountability and does not leave any room for misunderstandings.
Give your workers constructive and timely feedback on their performance, strengths, and areas for improvement. You should also acknowledge and celebrate their achievements, both individually and as a team. You can use numerous tools and platforms to facilitate feedback and recognition such as surveys, reviews, coaching sessions, gamification, rewards, and incentives. Feedback and recognition help your agents improve their skills, boost their confidence, and increase their loyalty.
Providing regular feedback and recognition is crucial in maintaining a motivated and high-performing remote or hybrid workforce. 🎉 Constructive feedback helps agents identify areas for improvement, while celebrating achievements boosts morale and loyalty. Utilize tools like surveys, coaching sessions, and gamification to make feedback engaging and effective. Remember, a well-recognized team is a happy and productive team! 🌟
Acknowledge and reward achievements publicly. I would make it a habit of mine when visiting offshore call centres to always meet the team on the call centre floor and provide feedback and also publicly praise excellent team and individual performance. Regularly recognising individual and team accomplishments boosts morale and motivation. The churn rate was very low - less than 5% for all offshore teams managing our projects as the client in Tele2. Regularly recognising individual and team accomplishments boosts morale and motivation.
Create a culture of teamwork, trust, and support among your agents, supervisors, and managers. Encourage and enable them to communicate effectively and frequently with each other, as well as with customers and other stakeholders. Utilize tools and platforms to facilitate collaboration and communication like chat, video, email, phone, social media, and CRM.
Offer your workers some choice and control over their work environment, schedule, and tasks. Respect their preferences, needs, and boundaries, and avoid micromanaging them. You can use various tools and platforms to offer flexibility and autonomy, such as cloud-based systems, self-service portals, mobile apps, and AI-powered assistants. Offering flexibility and autonomy can help your agents balance their work and life, reduce their stress, and enhance their creativity.
We must recognize and embrace the flexibility that remote work offers. Allow employees to have flexible work hours when possible, promoting work-life balance. There must be a compromise to allow employees the possibility of attending medical visits and also school runs. Key is to be productive and not just work a 9 to 5 for the sake of making an appearance.
Support your workers' development and well-being. Provide them with opportunities and resources to learn, grow, and advance in their careers. Care for their physical, mental, and emotional health, and address any issues or concerns they may have. E-learning, webinars, podcasts, mentoring, wellness programs, and employee assistance programs can support their development and well-being. Promoting development and well-being will allow your agents achieve their potential, cope with challenges, and stay motivated.
Wellness activities are key. A healthy body and healthy mind work in tandem. Implement wellness programs that support physical and mental health. This could include virtual fitness classes, mental health resources, or wellness challenges. Also communication is key to be a responsible employer: Conduct regular one-on-one and team check-ins. This helps build a sense of connection, allows for feedback, and ensures everyone is aligned with organisational goals.
Managing and motivating a remote or hybrid workforce requires clear communication, setting expectations, providing tools and resources, promoting work-life balance, recognizing achievements, encouraging collaboration, offering growth opportunities, and leading by example. Establish regular communication channels, outline roles and responsibilities, equip employees with necessary technology, respect personal time, acknowledge accomplishments, foster team-building activities, provide training and development programs, and demonstrate strong leadership skills. By implementing these strategies, organizations can drive productivity, engagement, and job satisfaction among their remote and hybrid teams