5 keys to supervise your nearshore contact center

Many U.S. companies are choosing a nearshore contact center strategy to transform their customer service and take it to the next level. The advantages are clear: linguistic, geographic, and cultural proximity, skilled bilingual agents, cost-effective solutions, etc. However, despite all this, one of the main concerns among operations managers is still to achieve successful remote management.

If this is your case, here are the essentials you need to consider for effective coordination, no matter where you and your agents are.

Nearshore contact center: 5 recommendations for successful remote monitoring

Key 1: Use performance management tools

One of the main keys to success in nearshore outsourcing is to set a series of performance management tools. This allows detailed tracking of individual and group execution.

As an operations manager, this will give you a 360° view of agent performance and overall strategy, leading you to make decisions based on solid, objective data. Some of these tools may include:

• Key metrics tracking systems
• Real-time dashboards
• Quality management technologies to measure customer interactions

By doing so, you can identify trends and supervise schedules. This will ensure that agents deliver the high-quality service they were hired for.

Key 2: Implement a live communication system

Maintaining an open communication channel and productive collaboration between agents and supervisors are among the most significant challenges of remote management. A live communication system may be a solution for smooth interaction and improved internal communication. 

This system offers the following advantages:

• Delivers collaboration tools, such as video calls and instant messaging
• Facilitates the collaboration of the work teams in real-time
• Allows knowledge sharing between departments
• Provides data about when people are available and their communication preferences
• Gives agents access to up-to-date information

With an adequate protocol and methodology, a live communication system is a fundamental piece. Especially if you aim to achieve a cohesive work environment and overcome distance barriers in remote work teams.

Pentafon tip

If you want to give a plus to these dynamics, we recommend:

• Hold a quick daily call with your team to establish goals. For example, a ‘virtual morning coffee chat’. It may add a casual approach and personal connection.

• Provide frequent and spontaneous feedback. This involves offering regular and timely feedback and recognition to keep the team engaged and motivated.

Key 3: Establish a meeting cadence

In addition to an open communication system, it is important to establish regular meetings between work teams and their respective leaders. The cadence of meetings is essential to maintain transparency and coordination in a nearshore call center. 

Mainly because these spaces allow us to evaluate progress, share results and align objectives among all team members. Depending on your needs, these meetings can include a weekly business review (WBR), or a monthly (MBR), quarterly (QBR), and even annual (ABR) review.

This ensures that the entire team is aware of workflow progress and challenges. So, given this visibility, you'll be able to take action to spot any issues and solve them in time.

Key 4: Schedule recognition events

Another common challenge in managing a nearshore contact center is maintaining agent engagement and motivation. But is it that difficult to boost the well-being of remote employees? Not really. One of the most effective ways to achieve this goal is through recognition events, which can include:

• Awards
• Bonuses
• Public appreciation
• Performance-based incentives

Appreciate your agents’ hard work and recognize those who perform to their full potential at all levels of the organization. By doing so, you will strengthen the company culture and encourage employee performance and satisfaction. 

This is vital to creating a work environment that inspires genuine commitment among your employees.

Key 5: Promote continuous training

Finally, remember that an excellent customer experience is the ultimate goal of nearshore call center services. It is what defines the success of any customer service operation. However, this is an industry that is constantly changing, where customer needs are becoming more and more demanding and precise. 

For this reason, continuous training is essential to keep agents well-trained and updated. It is essential to plan rigorous learning programs for all levels. This will help you maintain a high-quality customer experience that is consistent across all channels and meets service standards.

Some topics that you can take into consideration when organizing training projects are:

• Technical skills
• Soft skills
• New technologies and procedures 

Let's not forget that every interaction with a customer, whether by phone, online chat, email, or any other channel, contributes to the customer's overall impression of the company. So investing in training your agents will improve the quality of their service and lead to a positive impact on the image of the brand they represent.

Prepare for the future of customer experience

Physical distance can undoubtedly bring additional challenges in supervising a remote team. However, with the right tools and knowledge, you will be able to lead an effective management.

Now that you know the 5 keys to ensure the success of your nearshore contact center, are you ready to take the next step? At Pentafon, we specialize in providing customer care solutions tailored to the needs of your industry. 

Contact us and find out how to make a nearshore contact center strategy a reality, so you can level up service quality, optimize your operations, and deliver an exceptional customer experience.