How Can I Effectively Monitor Remote Sales and Marketing Employees' Daily Activities?

Hello, we do have some employees who are working via remote access. They are working in another location as sales and marketing executives. So I just want to know how I can keep track of them. How will I come to know if they are working or not?

For example, if a person needs to generate a database of 300 clients on a daily basis, but one day they exceed this target and input 600 clients, and the next day they are found at home or do not work but still receive their daily pay, how will I know about their daily work activities?

Looking forward to a response.

Regards

Handling Remote Employee Performance and Accountability

The problem/situation you mentioned is quite common for employees working remotely. The only way to handle this is to refine your policies and targets to bring about better clarity. For example, you mentioned that the daily target for client generation is 300. It seems this has not been clearly communicated to those working remotely.

Employees might have understood it as: "As long as you do the work on an average basis, it's okay." So, one might generate 600 clients in one day and relax the next. I suggest setting a minimum figure for the daily target.

Another method to keep track, though I am not sure if this applies to your situation/company, is to ensure that daily reports are very focused and clear. Any vague wording that leads to communication gaps could result in some employees misusing the lack of clarity.

It would also be better to spell out the consequences—if not in writing, at least in meetings with minutes recording those present and agreeable to the discussed points—of any deviation from the targets. The consequences could be mutually discussed and agreed upon.

Additionally, it would be beneficial for the company if the positive results/consequences for those who meet or surpass the targets are also discussed and agreed upon. This would provide employees with both the negative and positive consequences of their actions.

In general, please put everything in writing so that there won't be any chance of someone saying, "I misunderstood what you said."

All the best.

Regards,
TS

Also, ensure that tracking is not too close for comfort to make the employee feel that you are breathing down their neck.

Regards,
B. Saikumar
Mumbai

Monitoring and Tracking Remote Employees

The best way to monitor and track remote employees in a situation like what you have outlined is to use CRM software. A properly configured CRM will allow you to know the exact extent of work (perhaps even hourly) without asking for reports or status updates. This way, you don't appear to be breathing down someone's neck. You can always call or follow up with people who seem to deviate from your benchmark.

Of course, the employee may falsify entries by putting only 300 entries in the CRM on one day and the rest on the next day. There are ways to cross-check those entries as well. It depends on what technology support you have.

In one of our client companies, we have a requirement of keeping Google Latitude on so that the zonal managers can know where the employee is at any point in time. It also keeps a complete history of where the mobile went (meaning where the person was, by the minute of the day for 3 months). Such systems are considered by many as invasive, so you have to be careful about how it is conveyed to the employees (also, the location of the managers will be visible to the employees).

If you wish to follow the CRM route, I can help you out.

Regards

CRM is definitely the appropriate tool for such workplace situations. However, I didn't suggest it since Shikhar's company seems to be small or mid-sized [based on the wordings he/she used], and CRM software—to the extent I know—may not fit into the financial scheme of things at such places unless it's customized with only the basic features for the company, which has its own set of problems/issues to be handled.

Let's wait for him/her to respond.

Regards,
TS

Hi TS, Today, CRM is available on many platforms and sizes. There are also CRMs on a SaaS (Software as a Service) basis. We have some CRM systems that are free, but you need a hosting service and technical expertise. Additionally, there are CRMs that operate on a hosted, pay-per-user model. We implemented one for a client a month back for as low as Rs. 500 per user per month.

Thank you for your response. Mr. Saswata Banerjee, as per the work profile of the candidates, they are just management trainees, and I don't think the company would prefer CRM software. Is there any other option apart from daily activity reports for the candidates?

Regards,
Shikhar

None of the other options are effective in the scenario that you have outlined. Two problems you will face: First, you have to collect reports every day, and it is easy to lie about numbers. In addition, you have to compile that data, which means probably a few more headcounts. Second, you get to know only when you ask; there is no passive monitoring.

Why Consider CRM?

Why would your company not want to use CRM? Is it because of cost? There are many other benefits of CRM apart from this. (Note: I am not trying to sell you a CRM, though we do provide CRM to clients. I am trying to understand the scenario.)

Ensuring Remote Employee Accountability

1. To ensure they are on duty at the site, ask them to report to you using the client's landlines, and check on them by calling those same lines. At the end of the day, request them to send 'the daily progress report' by email using their domain.

2. Pay them surprise visits as frequently as possible and check their reporting and work culture.

3. Above all, a mid-course review is essential to ensure they are on target.

4. Introduce suitable incentive schemes.

Regards,
Kumar S.

Hi Shikar, Your main concern is about achieving daily targets. In the case where the person working remotely achieves twice the target and is not seen in the market, it is a concern. The solution for this kind of job is to provide performance-based incentives and attendance bonuses. This will definitely motivate the employee to work.

Finally, he/she has to submit the daily report. This document provides information for maintaining the attendance of the remotely working employee. Introduce a pager book for this purpose, and his/her face, time of login, and logout will be recorded. In the modern technological era, it is possible to keep track of the employee.

All the best.

Thanks,