The demand for remote call centers and teams increases as work from home becomes the new norm in business.
Hiring virtual teams gives the company the freedom to manage its operations anywhere in the world without worries. What’s more, remote call centers offer bigger savings with less overhead to worry about.
Nowadays, hiring a remote call center representative can be advantageous for your business. Get to know what they do and how they can benefit your operations in this article.
What is a remote call center representative?
A remote call center representative is responsible for handling either inbound or outbound calls. They provide the same services as a call center agent, including functions such as sales, inquiries, lead generation, and billing.
Compared to a traditional agent, remote call center representatives can work anywhere outside an office setting, including in their homes.
Responsibilities of a remote call center representative
Remote call center representatives have the same responsibilities as traditional ones. They are often tasked to do the following.
- Basic troubleshooting. Firstly, remote call center representatives should know how to answer a customer’s inquiry properly. With problem-solving skills, they understand what a customer needs right away and provide accurate solutions for them.
- Omnichannel services. They are expected to handle multiple channels aside from the phone. They use CRM software, social media, email, and live chat systems for integration and interaction with customers in different ways.
- Internal coordination. At the same time, they coordinate with internal departments for more complex and specialized inquiries. They know how to communicate properly with other teams to make sure that each concern is handled and answered.
The average salary of a remote call center representative
On average, a remote call center representative in the United States earns at least US$50,878 per year or US$13 per hour.
This rate goes lower when companies hire outsourced workers in offshoring destinations, such as the Philippines and India.
Remote call center representative qualifications
Since remote call centers don’t have to be in a single location, companies can hire their agents anywhere in the world. Applicants can become remote call center representatives as long as they have the following tools and qualities.
Skills
A good remote call center representative possesses the following skills.
- Knowledge in handling customers. Ideally, a remote call center representative has the knowledge and expertise in handling customers and keeping them satisfied.
- Empathy. They know how to empathize with their customers so they can solve their issues quickly.
- Reliability. At the same time, they can work independently and are reliable with their tasks. They can handle volumes of calls and workload in a short period with minimal supervision.
- Problem-solving. Remote call center representatives know how to think and act quickly when handling customer calls. They offer creative solutions that work in every situation.
- Good communication. Lastly, good communication is crucial since they will face customers and internal teams daily.
Educational background
Applicants need at least a high school diploma to become remote call center representatives. While many employers would look for college undergraduates or degree holders, most of them would accept high-school graduates with years of call center experience.
Businesses can provide basic training for new and entry-level employees. This teaches them the basics in handling customers, processing documents after a call, and the company’s policies.
Meanwhile, some technical schools provide comprehensive training in customer service for additional certification.
Equipment
Remote call centers usually provide the equipment and tools needed by their representatives at work. Meanwhile, most freelance and part-time agents invest in their equipment as needed, including the following.
- Desktop computers
- High-speed wired connection
- VoIP or communication tools such as Skype
- CRM systems
- VPNs and data security tools
- Collaboration tools
Managing a remote call center representative
You might find it difficult to manage your remote call center representatives at first. Compared to traditional call center teams, it can be trickier since they are not in the same controlled environment.
The key to successfully handling remote teams – especially in customer support – is keeping them engaged and satisfied. Here are some ways to manage your remote call center representatives.
Arrange virtual meetings periodically
You should establish constant communication with your teams as much as possible. Arrange quick virtual meetings at least once a week to check on them and see how they are doing with their workload.
Establish a strong company culture
Give time and effort in building a positive work culture within your teams. Extend your level of care to your agents and let them know that they matter to your company.
Satisfied agents show their happiness at work by providing the best service to their customers.
Utilize your online tools properly
Make use of online tools for monitoring and collaborating with your teams. For instance, you can use employee monitoring software to check their performance and get an insight into what they do each day.
Reward your team for good work
Lastly, even remote call center representatives deserve appreciation for their hard work. Offer positive reinforcement and motivation by rewarding them for their good performance.
Gamifying their workload is a good way to motivate them further to improve their performance.
Why should you hire a remote call center representative?
Aside from cost savings, hiring a remote call center representative can provide the following advantages to your business.
- Business continuity. Hiring a remote call center is a good way to ensure business continuity in case of calamities and disruptions.
- Access to a greater workforce. You won’t need to stick to a single location when hiring your team. You can access a vast pool of highly skilled talents in other countries with your remote call center team.
- Flexibility. Your operations won’t be exclusive to a single location. You can flexibly work with your team wherever you are, any time you need to.
