Welcome to Working Solutions. We offer independent contractor, work-at-home opportunities for folks located in either the United States or Canada.
We do not accept applicants located outside of the United States and Canada.
Metrics are good. They give a snapshot of the state of a contact center. Whether its hold times, average handle time, or first call resolutions, having your finger on the pulse of the contact center is important. With all the reports and technology available, it’s easy to forget that the pulse is really the agents, especially if they are virtual agents.
Obviously tracking and reporting is a key component to knowing what is happening with your virtual agent team. You cannot just step outside your office to take a look (and honestly doing that does not really give you a true picture). Still it is critical to communicate regularly with agents to give you a true feel for what is really happening. If the only time you communicate with agents is to provide formal feedback or training, then you miss out on opportunities. Spending time getting to know your agents provides insights you will want to utilize later. For example, if you don’t know that Bob is not only really great at outgoing sales, but also has a real passion for travel, you may miss out on better serving a new customer. You may also miss out on providing a great opportunity for Bob to shine.
Keeping in touch with virtual agents need not be a daunting task. Simply implementing any of the following tips will keep the communication open:
When it comes down to it, people are the pulse of the contact center. The more these successful virtual agents can interact, the stronger the team and the better the customer service. Technology is readily available to support these interactions, and taking advantage of them will yield great benefits.