The work of people employed with Call Center Service can be demanding and complex. Call Center Executive have to maintain the balance between meeting requirements of the company and satisfying the callers with proper assistance.
Importance of Work From Home in the current scenario
In the current pandemic situation that we are in, there is uncertainty related to the time that one will have to stay home. But it’s equally important to work from home and companies have kept their operation by accepting this changing work culture. In some aspects, it’s beneficial for both of them too. This can be beneficial in a manner where companies can save on Infrastructure, Energy costs etc., where employees’ can save on travel expenses, and have more time to work on themselves. And at the same time assist customers despite unfavourable working conditions.
Impact of Individual Qualities of on Productivity
Work From Home is accepted worldwide as a new work culture but this culture asks for some Individual qualities within the Call centre executive while working home. Absence of such qualities can be harmful to the productivity of the company and at the same time presence of such can be a productivity enhancer too. Executive working from home should have a sense of responsibility, self-discipline and honesty within them towards their work and the organization they work for.
Let’s Discuss some vital individual qualities that one must have while they Work from Home.
Top 7 Qualities A Call Centre Executive Must Have while Working From Home
1. Professionalism:
Working From Home doesn’t separate an executive from an organization. They should constantly be available and helpful to the customers as they do while they are in the Call Center. Working from home should not affect the availability of an executive nor his approach toward clients. An executive should be a thorough professional while working whether from office or home.
2. Zeal to learn new things:
Working from home can give you some challenges and environments and work methods have possibilities of having some changes. At this time the Executive has to use some Call Centre Software which he never used before. If the Call Center uses a Premise dialer then for work from home they need to get shifts on Cloud-Based Auto Dialers. Instead of creating resistance to change they should always have the zeal to learn new techniques, technologies and work methods which can help them using tools to improve their performance during Work From Home.
3. Organized Work Habits:
While Working from home, your manager or superior will not be there constantly to guide and monitor your work. You must have some organized work habits which can protect your work from getting affected in the absence of an organized work environment by superior and organization.
4. Flexibility:
Work From Homework culture comes with its own consequences. Work Habits and Work Patterns can be different at both the places, at the office and home. If Working from home asks to make some changes in executive’s daily work routine, work methods, technique etc., they should be flexible enough to cope up with change. During Work from Home for Call Center Executive Web-Based Dialers or Predictive dialers are a must. They should be flexible enough to shift on these types of technologies. Resistance to change can be dangerous for their work productivity during Work from home.
5. Cool-Headed person:
Every situation gives birth to a new problem. It’s quite natural that some issues can happen while working at home, with team members, customers, superior and sometimes with themselves also. In this situation, an executive should not panic and get irritated and frustrated. He/she should be a Cool-headed person to understand, analyze and sort out the situation with calmness.
6. Zero Dependency:
Working in an office is quite different from Working from Home. In the office, you have a different person and a team available if you are stuck anywhere in your work. It can be technical or knowledge-based or any other glitches.
In the office, you will find the right guy or team to help you out, but at home?
No one can be available immediately.
So an executive when work from home must be ready to have zero dependencies on others to stay away from downtime in work or performance. To reduce dependency on different Web-based or Cloud-based Call Centre software can be used.
7. Honesty:
This is one quality that needs to be followed in every profession including being the call center executive while Working from Home. When we Work from home tracking mechanisms can be less or if there are some ways which can avoid them. But you have an honesty within to work exactly in the same way as you do in the office whether there is tracking or not. You should have moral ethics within, to be honest towards your work and organization.
Conclusion:
Many issues come when one has to work from home. But a call centre executive should be able to handle all of this and make sure that everything runs smoothly. This way the company is being productive at all times. One also needs to constantly learn and refine the skills for offering excellent customer experience. A good combination of self- motivation and remote training can help the executive with great services for brand loyalty for the long term.
