Teleworking control systems in a call center: how to ensure productivity

In today’s article on remote work control systems 🤓, we will explain how to control teleworking with remote staff: 🖥️ how to monitor tasks, such as controlling teleworking, managing productivity and evaluating the performance of your team. Keep reading!

 

Why is it necessary for companies to control teleworking?

Telecommuting control is essential for companies as it ensures that staff working from home are fulfilling their tasks and responsibilities efficiently.

In addition, it allows the company to monitor the use of the resources and tools provided for remote work, and ensure that they are being used appropriately.

Without proper control, companies can face problems with productivity, information security and resource management.

The law also establishes the need to control teleworking to guarantee the safety and occupational health of employees, as well as to comply with legal and tax regulations.

It is important for companies to have a system in place to monitor telework, such as productivity tracking measures, resource usage policies, and tools and procedures for handling issues and complaints related to teleworking.

What challenges are faced when controlling teleworking in a call center?

Controlling teleworking in a call center presents several challenges, some of which are:

1. Productivity: It is difficult to measure the productivity of employees when they work from home, since their work cannot be directly monitored. It is important to set clear and measurable goals in order to evaluate employee performance.

2. Communication: Maintaining good communication between employees and management is essential to ensure goals are being met and to resolve issues that may arise.

3. Training: It is important to ensure that employees are properly trained to work from home, as they may face technical or software difficulties that need to be resolved.

4. Security: It is critical to ensure that employees are working from a safe and secure environment, as they are handling sensitive customer information. Security policies should be established to protect customer information.

5. Set up a call center at home: it is important to ensure that employees have the necessary equipment and technology to work from home, including a good telecommunications system and an adequate work environment. li>

Controlling teleworking in a call center presents challenges in areas such as productivity, communication, training and security.

These challenges can be overcome by implementing appropriate strategies and policies. Follow our recommendations in the following sections.

 

how to control telework

 

 

What tools are necessary to control teleworking in a call center?

This is one of the fundamental sections of the article that we are addressing today “Teleworking control systems for call centers: how to ensure productivity”.

Teleworking in a call center can be an excellent option to improve the efficiency and productivity of the team, but it also entails certain challenges in terms of controlling and monitoring the activities of the workers.

To achieve effective control, it is essential to have the right tools. If you are interested in knowing how to control teleworking in a call center, pay close attention to the necessary tools:

1. Time management software: it is important to have a tool that allows you to record the time invested in each call or task, in order to measure the productivity of each worker and detect possible efficiency problems.

2. Monitoring software: it is essential to have a tool that allows monitoring calls in real time, since this makes it possible to detect quality problems in communications and provide quick guidance to workers.

3. Communication tools: It is necessary to have a secure and reliable communication platform for workers, whether through email, chat or videoconference, to maintain fluid and effective communication with the team.

4. Collaboration tools: It is important to have an online collaboration platform, such as Google Drive or Dropbox, to share documents and files, so that you can work together effectively.

5. Tracking tools: It is essential to have a task and project tracking tool, such as Trello or Asana, to be able to track their progress and spot potential issues.

If you want to have all these tools in a single platform, be sure to try the GESDITEL call center software , available from €29 per month and with a 1-month FREE trial.

 

What strategies can increase the efficiency and productivity of teleworking staff in a call center?

Telecommuting has been a growing trend in recent years, and in the case of call centers, it has been an increasingly popular option to improve staff efficiency and productivity.

However, it is important to implement control strategies to ensure that staff working from home meet the established goals and objectives.

Here are some strategies that can be used to control teleworking in a call center:

1. Set clear and measurable goals:

It’s important to set clear and measurable goals for staff working from home, and make sure these goals align with the overall goals of the call center.

2. Tracking and monitoring tools:

Use tracking and monitoring tools to monitor the time and progress of staff working from home. This may include the use of time tracking software or task tracking apps.

3. Regular communication:

It is important to maintain regular communication with the staff working from home to ensure that they are in line with the established objectives and goals. This can include regular calls, video calls, or emails.

4. Training and development:

Provide training and development to employees working from home to help them improve their skills and knowledge.

5. Evaluations and feedback:

Conduct regular assessments and provide feedback to staff working from home to ensure they are meeting set expectations and goals.

In summary, implementing teleworking control strategies in a call center is essential to increase the efficiency and productivity of staff working from home.

These strategies include setting clear and measurable goals, using tracking and monitoring tools, maintaining regular communication, providing training and development, and conducting evaluations and feedback.

 

How to monitor and evaluate the performance of teleworking staff in a call center?

To monitor and evaluate the performance of call center staff working from home, it is important to implement a monitoring and measurement system. Some actions that can be taken include:

1. Use call center software such as GESDITEL to record calls and interactions with customers. This software must include statistical reports on the calls, including the call time, the number of calls answered and the number of missed calls.

2. Set performance goals for each employee and measure their performance against these goals. This can include the number of calls answered, talk time, number of sales made, and level of customer satisfaction.

3. Use video conferencing and screen sharing tools to monitor the work of employees and ensure they meet quality standards.

4. Hold regular performance reviews with each employee to discuss their achievements and challenges, and provide feedback and coaching.

5. Use a time tracking system to record employee work time and ensure they meet required work hours.

6. Use a task tracking system to ensure employees complete assigned tasks and track their progress.

7. Use productivity and performance measurement tools, such as data analysis, to identify trends and areas for improvement.

8. Use an internal communication system so that employees can keep in touch and collaborate with each other.

9. Use a customer satisfaction tracking system to measure the performance and quality of the service being provided.

10. Have a security and compliance protocol for teleworking, to ensure that employees comply with the necessary rules and regulations.

 

control telework

 

What security measures should be implemented to protect confidential information in a teleworking call center?

The security of confidential information in a teleworking call center is essential to guarantee the privacy and confidentiality of customer data.

To achieve this, it is necessary to implement a series of security measures that allow controlling the teleworking of employees and protecting confidential information.

Below are some of the measures that should be implemented:

1. Controlled access: it is essential to establish access control to the systems and applications used in the call center. This includes establishing a strong password policy and restricting access to systems and applications to a specific group of people.

2. Data encryption: It is essential that customer data be encrypted to protect it from potential cyberattacks. This includes the use of encryption tools to protect both stored data and data in transit.

3. Monitoring: It is important to monitor access to systems and applications to detect possible intrusion attempts or suspicious activity. This includes the use of network monitoring and activity logging tools to detect possible security incidents.

4. Training: Training employees on security best practices is critical to minimizing the risks of loss of sensitive information. This includes the use of training tools to help employees understand risks and take appropriate safety measures.

5. Security policies: it is important to establish a set of security policies that establish the security measures to be implemented in the call center. These policies should be periodically reviewed and updated to ensure that they are always up to date with security best practices.

In general, the security of confidential information in a telework call center is essential to guarantee the privacy and confidentiality of customer data.

To achieve this, it is necessary to implement a series of security measures to control the teleworking of employees and protect confidential information.

These measures include controlled access, data encryption, monitoring, training, and security policies.

 

5 Examples of successful call centers with teleworking

In this section of the article “Teleworking control systems for call centers: how to ensure productivity”, we will get to know some successful companies and brands that have already implemented the system in their task management and carry out successful teleworking control.

If you are interested in knowing how to control teleworking, pay close attention to the following examples of companies:

  • Vodafone:

This well-known telecommunications operator has implemented a teleworking control system to ensure that its employees meet productivity and quality standards.

They use tracking and monitoring tools to control the time and performance of employees in telecommuting.

  • Telefonica:

The company has established clear policies and procedures to control teleworking, including the definition of work schedules, constant communication with supervisors, and the implementation of follow-up and monitoring tools.

  • Endesa:

The energy company has implemented measures to control teleworking, such as the definition of work schedules and constant communication with supervisors.

They also have tracking and monitoring tools to ensure that employees meet productivity and quality standards.

  • Orange:

The company has established measures to control teleworking, such as the definition of work schedules, constant communication with supervisors, and the implementation of follow-up and monitoring tools.

They also make sure that employees have an adequate work environment and the necessary tools to carry out their work telecommuting.

The company has established measures to control teleworking, such as the definition of work schedules, constant communication with supervisors, and the implementation of follow-up and monitoring tools.

They also make sure that employees have an adequate work environment and the necessary tools to carry out their work telecommuting.

Among our clients, we also find many companies dedicated to financial services, telecommunications, customer service and sales, which have optimized their resources thanks to teleworking control since they implemented software for call centers from GESDITEL.

 

set up a call center at home

 

FREQUENTLY ASKED QUESTIONS

In this section of the article that we are addressing today: “Teleworking control systems for call centers: how to ensure productivity”, we will clarify to finalize some of the doubts that we usually encounter more frequently. Keep reading!

 

How is teleworking regulated in Spain?

In Spain, teleworking is regulated by Law 3/12 on urgent measures to reform the labor market , which establishes the conditions and requirements for its development.

This law establishes that teleworking must be voluntary for both the employer and the worker, and that both parties must agree on the working conditions and the rights and obligations of each.

In addition, security measures are established to guarantee the protection of the health and safety of workers, and the obligations of employers in relation to the training and adaptation of workers to teleworking are established.

 

Where should teleworking be registered?

According to Spanish law, teleworking must be registered in the labor contract or in a written agreement between the employer and the employee.

This agreement must include the working conditions, the rights and obligations of both parties, as well as the procedure to resolve any problem related to teleworking.

In addition, the employer must inform Social Security about teleworking and comply with labor and safety regulations at work.

 

How much should be paid for teleworking?

According to the law in Spain, you should not pay additionally for teleworking. The worker must receive the same salary and the same working conditions as if they worked in the office.

In addition, the employer must provide all the equipment and tools necessary for teleworking, as well as cover the costs related to teleworking, such as the provision of the internet and the use of specific software.

 

How are teleworking expenses compensated?

In Spain, according to the law, teleworking expenses must be compensated by the employer. This includes expenses related to the equipment and supplies needed to work from home, such as a computer, an internet connection, and a telephone.

In addition, the employer must also provide an adequate and safe work space for the worker at home. If the worker incurs additional expenses such as the use of electricity or renting additional space, the employer must cover these expenses as well.

It is important that the employer and employee reach an agreement on telecommuting expenses before work from home begins.

 

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So far everything you need to know about today’s topic: “Teleworking control systems for call centers: how to ensure productivity”.

Follow our recommendations on teleworking control and if you have any questions, do not hesitate to contact us!

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Por: Nati CaballeroPublicado el: 15 de marzo de 2023