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The COVID-19 pandemic has been an unprecedented development, impacting lives and businesses in equal measure. Routine life has suffered and business operations have had to shift from their regular work model to the Work From Home (WFH) ecosystem. The need for a swift change caught most organizations off-guard. Organizations also found their IT systems stretched and had to find means of maintaining business continuity by enabling their employees to work from home. Most of the minor and major companies have demonstrated resilience and taken a cooperative stance toward their employees, giving them ample support to adapt to the sudden changes.
The BPO industry is one such sector that deals with a massive workforce and has continued to provide customer and technical services to different verticals of their operations by enabling their workforce to operate remotely from their homes.
The BPO industry is responsible for providing critical customer and technical support to emergency services such as health and finance and discretionary services such as travel, retail, hospitality, etc. However, the COVID-19 pandemic, much like any other sector and service, impacted and disrupted customer support services. In such situations, companies are opting for various virtual software solutions that can help sustain this new shift in the workplace. It is, therefore, critical for organizations to find reliable and resilient solutions – software solutions that can make the WFH scenario effortless and result-driven. However, it is equally critical to monitor the performance of individual employees virtually and help them maintain their performance levels. In this context, an employee monitoring software can be an appropriate solution to address the challenges in supervising the work remotely. Let’s take a more detailed look into the benefits of such software and the challenges it helps address.
BPO industry facilitates a large-scale interaction between consumers and agents daily to resolve customer issues. This functioning requires continual supervision to ensure a steady performance from the agents. Agents are the first representatives of any corporation and, therefore, it is necessary to ensure their interaction with the customers is accurate and solution-centric. The present-day disruption has further enhanced the need for companies to ensure their business continuity, also offering a seamless customer experience despite working remotely to stay ahead in the competition. Any company that can successfully deliver on good customer experience would invariably be better positioned than its competitors.
Conversely, an unpleasant consumer experience can severely dent a company’s growth prospects, leading to customer attrition.
Monitoring thousands of employees, simultaneously, is one of the foremost challenges faced by the BPO industry today. The employee monitoring software allows the managers to oversee agent activities remotely and also ensure achieving the optimum output from them. It is also essential to provide employees regular insights on their performance to improve their performance at work. Monitoring enables companies to achieve the objectives mentioned-above by providing detailed insights on individual performance. Monitoring helps in improving the agent’s performance in different aspects such as communication, negotiation and coordination. Managers can evaluate the agent’s performance for a particular date or time in the past, as per their convenience.
Data security is yet another critical factor that is addressed by using employee monitoring software. Ensuring continual supervision, you can safeguard your invaluable data, negating any possibility of a security breach and its potential misuse. Stricter legal compliance, and ethical, moral responsibility mandate securing the consumers’ data. A BPO company has thousands of agents, with access to the company’s data, further accentuating the need for employee monitoring.
In the BPO industry, customer service levels decide customer satisfaction levels. Regular monitoring empowers companies to ensure a good customer experience. In the absence of direct supervision, working remotely, such supervision may be missing and, therefore, can impact consumer satisfaction levels.
There can be different scenarios that go against good customer experience.
If these scenarios are not appropriately addressed, the gap between customer experience and customer service increases. Employee monitoring software is a tool that helps companies reduce this gap by observing the performance remotely, also instilling more accountability among employees toward their work and responsibilities. Such monitoring can even enable you to keep track of your ROI as it directly relates to the agent’s performance.
However, there are other metrics too that decide the overall productivity of the agents.
These metrics can be affected if not appropriately monitored. Some of these agent performance metrics are as follows:
It is the average time taken by an individual agent over a call while resolving an issue.
Out of all the incoming calls, how many are resolved by the agents in the very first attempt.
The total time when the agent is not occupied over a call and remains idle.
Out of all the incoming calls, how many customers leave because of the unavailability of the agents.
How many calls are ending up on a positive note in comparison to all the incoming calls.
It’s the rating that customers provide about their experience of the customer service.
Employee monitoring software is a unique way to observe your employees remotely. It can detect the activities and make a comprehensive report accordingly. These reports allow managers to ensure sincere work from their agents.
It can be customized as per your business requirements towards the intended results. The employee monitoring software ensures that the working environment is confidential and secure.
You can also monitor whether the agents are abiding by their shift timings and giving their best while dealing with the customers. You can revisit the recorded video file and check on areas that need improvement for better customer experience. Remote workforce monitoring software is easy to use and needs no training for operation. You can always view the detailed reports anytime.
Employee monitoring software is a tailor-made solution that comes with customizable features to address the contemporary business needs of the BPO industry. It helps in maintaining a working environment that makes every remote employee accountable toward their sincere contribution to work. As detailed above, it also enables safeguarding the data against any possible breach, which can have long-term implications, legal and otherwise. It has a feature wherein agents must click on an icon declaring adherence to the confidentiality of the data before they commence every session. While it is an automated check, it provides an additional layer of security to organizations on matters of data security.
Mercer | Mettl’s employee monitoring software is Software as a Service (SaaS)-based and uses the forward-looking artificial intelligence (AI) proctoring technology. AI-based remote employee monitoring works with the help of a proctoring bot that oversees the activities of the agents. It works in the background and doesn’t interrupt the work process of the agents. The employee monitoring software is easy to use and operate and doesn’t require human intervention and monitoring.
Moreover, using the computer’s web camera, it can record all the activities of a person sitting in front of the computer screen. So, you can revisit the recorded video file anytime later to ascertain the employee behavior at a particular date and time. AI-based proctoring is a resilient system technology and is compatible with any system with a basic configuration.
Additionally, you can also view a comprehensive red flag report. It also provides a credibility index. The red flag report suggests a set of activities that need attention from the supervisor. These red-flag reports are a compilation of all the instances where the manager should take particular cognizance of the agent’s activity. And the credibility index depicts how productively and sincerely an individual employee is doing his work. An AI proctoring model is a very efficient way to monitor your employees’ work process remotely.
Mercer | Mettl’s artificial intelligence technology equips the employee monitoring software to provide business-centric results encompassing data security, collaboration, coordination and accountability.
Originally published May 6 2020, Updated June 15 2020
Vipul Srivastav is a seasoned marketing professional with expertise in branding and communication. He writes on numerous web platforms to share his views and experiences on various topics. In his free time, he does photography, reads fiction, listens to U2, and stays curious about the outer space.