Working from home has changed how businesses operate so much. From the way we handle our customer service processes to the way we have a chat on a Friday afternoon; the usual has been turned upside-down. At F One we have had to change a lot of what we do on a daily basis. We know you are likely in the same boat. Thankfully, there was technology to help us all along the way.
The communication technology that you use every day can be a real lifesaver when it comes to keeping your team connected from home. From video calls to group chats, there are plenty of ways to stay productive while working remotely. Recent figures suggest that homeworkers put in more hours than their office-based counterparts. This stat shows how valuable your remote staff really are.
To get a clearer picture of how your team are working wherever they are you really need access to useful call analytics and statistics software.
What is call analytics and statistics software?
These software services allow you to keep track of all of the most important details surrounding your team’s communications. If you’re an F One customer you can access this data through your communication system. It provides some incredibly useful insights. You can see which members of your team are handling calls the quickest, average call duration, the busiest times of day and perhaps most crucially of all, any calls that have been missed.
You can use these statistics to make a variety of improvements to your everyday business processes. One of the biggest is identifying the time of day when you’re most likely to be met with an influx of calls. This also lets you identify who your star performers are and perhaps those who need a little bit of extra help. At F One we offer solutions that allow you to choose the statistics you need the most, and present them to you in a useful dashboard view. This is incredibly useful for remote staff who need to check this data on the go.
This is where the next feature of your communication system comes in. Call recording and monitoring.
Why should your business record calls?
Monitoring calls and recording for future reference is becoming more and more popular among businesses, and for good reason. There are many benefits for businesses, especially when you need to clarify something, but the staff member concerned is away from the office. Another benefit of call recording is for training purposes; once you identify a user who handles their calls in a very professional way, simply record an interaction, creating a valuable learning tool. You can utilise these recorded calls to easily get new hires up to speed or provide a reference point to existing staff.
There are a variety of other benefits to your team, such as ensuring legal compliance or protecting staff should a call not go to plan. Being able to access the details of a previous call can help you to save thousands, especially if it helps confirm detailed specifications of a high value order.
Benefits of keeping track of productivity
The real plus points to your productivity that come from using call analytics and recording centre around customer service. Being able to guide new customers through the sales process, as well as supporting your existing ones while your team work remotely can be huge.
If you record your best performers and regularly maintain contact and provide oversight to your staff using the data from your analytics software, you’ll be able to see a variety of improvements. You will vastly reduce the number of calls that slip through the cracks, especially during peak hours. Similarly, your call handling process should speed up dramatically, improving customer satisfaction.
Collaboration among staff can also be improved. If your team is more informed about how customer service processes should be carried out, then they are more inclined to get in touch with each other when needed. Home workers can often feel isolated, and so knowing when the right time is to get in touch with your home-based colleagues goes a long way to improving morale.
How to not look like Big Brother
A common worry for businesses is how to access the benefits of call monitoring and recording without becoming intrusive. Nobody works at their best when they’ve got someone looking over their shoulder. The way around this is to take a more subtle approach.
Our monitoring solutions are completely unobtrusive and allow you to check in and out without issue. This is ideal for businesses like contact centres and those with many calls taking place at once. Our solutions allow you log recorded calls and access them from a device of your choice via the cloud. This means it is easier than ever to keep track of important recordings.
We hope that this quick guide has provided some useful insights on how to effectively boost productivity among your remote staff. With some simple changes and the right technology, you can make the most of these handy tools. For more information about our services give the team a call here on 0330 221 1183 or visit our website.