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I have customer service agents in 4 different parts of the world...Need good tips and best practices for managing virtual teams. Thanks.



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Author: alexandra.mendezgalvan: Add as a Colleague
Posted: 01/25/2012  7:18:23 AM EST
Tags: managing | virtual teams | remote agents

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View Profilepwsatkinson: Add as a ColleagueAdd as a Colleague
02/15/2012 7:13:59 AM EST

Hi Alexandra. We handled emails, chat and phone calls and had supervisors monitoring and scoring these in each location. We found it useful to calibrate the scorers from time to time. In addition to improving our consistency, the occasional differing interpretations of guidelines led to some really useful discussions and improvements in our service.
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View Profilecontactpoint: Add as a ColleagueAdd as a Colleague
02/01/2012 5:13:17 PM EST

Hi Alexandra, The best solution I've seen is to record the calls and score them. That allows you to manage their performance on your computer just by logging in. And there are many solutions that allow you to do all of this without installing anything onsite. It's all done 'in the cloud.' Check this out http://goo.gl/6WwOj
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