As email, video chatting, and document sharing services have revolutionized how we get work done, they’ve also changed where we get work done: more companies than ever are allowing their employees to work from home. Regardless of your own policy, this growing trend can affect your company if key vendors you depend on adopt it.
Many lead generation companies let their appointment setters dial all day without leaving their doorsteps. Despite the popularity of this practice, it presents unique challenges to execution and can impact employee results if not managed correctly. Below is a breakdown of how working from home and working in an office affect different aspects of an appointment setter’s performance, which can in turn affect the number and quality of appointments you receive.
The number of dials an appointment setter makes when calling on your solution has a direct effect on the number of meetings you’ll have, so your vendor’s ability to keep an eye on productivity while employees are teleprospecting is crucial for the best results.
Working from Home: Because tools exist for measuring work output, it’s safe to say most home-based appointment setters almost never make the same number of calls that someone in an office does. Addressing productivity issues is also much more challenging when special arrangements have to be made for having important conversations with an employee who is miles away.
Working in an Office: It’s easier for an appointment setter to meet the goal for their number of dials when everyone around them is doing the same. If an employee isn’t making their numbers, troubleshooting what’s not working is a much faster process when they can simply sit down with a manager and talk it out during the course of a normal day.
Knowing about the quality of service an employee is giving to their job day-in and day-out helps drive positive results throughout a campaign, and keeping up with that requires different approaches depending on the employee’s work environment.
Working from Home: For workers that are easily distracted, snacks, coffee, household chores, pets, and people can all serve to pull attention away from work that needs to be done. While some employees can handle this kind of environment, your results are partially riding on the hope that your lead generation provider chose the people for remote positions wisely.
Working in an Office: Appointment setters in a call center can look to high-performing team members for examples of quality calls, which sets a high bar for everyone in that environment. Being around people doing the same kind of work also ensures that the job gets done right with minimal distractions.
It’s no secret that highly motivated employees complete higher levels of work. Supporting the drive to achieve happens differently for workers onsite and offsite.
Working from Home: Gauging motivation must be done through deliberate communication and careful evaluation of work. It’s a time-consuming task that many companies will forget about when the employee is out of sight.
Working in an Office: Working around others that are heading toward the same goals is a daily reminder that the in-office employee is part of a team that’s moving forward every day and increases engagment. Management can spot motivation problems quickly so that they can be addressed early on.
Staying on the same page throughout short term tasks and long term projects is a constant part of ensuring stellar performance for all types of employees.
Working from Home: The vast number of communication tools is a significant part of what makes working from home feasible at all. But managers and employees must take time to agree on how, when, and what they will communicate about as well as setting aside time to talk or write. In time-crunched workplaces, the barriers to communication can create the perfect storm for misunderstandings and mistakes on crucial objectives.
Working in an Office: Communication is a constant companion in office life. Quick chats in the hall can shed light on problems, bring forth solutions, or simply allow moments to build rapport. All of these opportunities contribute to innovation and agility, which are vital traits in any company you hire.
For any appointment setting vendor you’re considering, ask if their team members work from home or if they’re required to physically come to an office every day. Any cost savings from hiring home-based callers will only benefit the provider, and in the end it could cost you the quality and quantity of appointments made by an in-house teleprospector.