Managing remote workers

There is an interesting article on managing remote workers in VOIP for enterprise. The five key points it makes are:

• Set clear expectations. Is it a job that must be completed from 8–5 or can your employee work on his/her own schedule? Defining productivity standards and expectations can eliminate many performance-related issues down the road.
• Touch base regularly. Let your employees know that are still a part of the office and that you are available to help resolve issues and see that things are running smoothly. Utilize instant messaging for employees that you need to contact throughout the day. An employee with an active, supportive manager is much more likely to perform better than one who feels disconnected from the office.
• Use technology to streamline processes. Of course a remote-seat dialer is necessary for basic out-of-the office functioning, but don’t forget about the many other ways that technology can connect remote workers to the office. Web-based applications allow for workflow and workforce management. CRM tools keep customer data in order and make sure that all team members are on the same page. By providing remote access to ftp sites and internal application you can ensure that everyone has access to the most current versions of software and documents.
• Conduct Quality Assurance monitoring. Chances are if you have one remote worker, you have many. Ensure high performance, accountability, and uniformity by conducting routine QA monitoring. If your office is not large enough to support a full time QA position, consider utilizing an outside partner to develop and execute a quality QA program.
• Utilize performance reviews. Let your remote workers know what they are doing right and what needs improvement. Reward a job well done and give them the tools that they need to improve on areas that may be weak. By showing your employees that you are invested in their success, they will be more likely to give you their best effort.

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