During the pandemic, many teams were forced to work from home. In fact, 38% of people earning over £40,000 in the UK are still working remotely at least once a week in 2022, and some roles have become permanently virtual. Due to this, the way we manage our teams must change.
This article will explore some tips to help you manage your remote customer service team so they can deliver great service from home.
Ideas To Manage Your remote customer service team To Get Best Services
1. Use cloud-based project management tools
Emails are an easy way to communicate but when it comes to project management, especially with remote teams, it can become quite confusing.
A better way to help manage projects is to use a cloud-based tool that allows your team to access important information very quickly from wherever they are.
2. Share information through a knowledge base
As a customer, speaking to someone who is knowledgeable is key for a good customer experience.
In order for customer service teams to perform to the best of their ability, they need to be able to access information quickly. A more efficient alternative to email is a knowledge base that they can access 24/7.
3. Know who the audience is
In order to ensure good customer service, the customer service team needs to know who the audience is.
To make sure that every member knows how to interact with the audience, encourage them to think about the customers and their values to help create a unified target marketing message that will match customer expectations.
4. Ensure the team is united
An important element in managing happy and productive teams is ensuring that they collaborate with one another and get to know each other.
Although it might not appear essential to get to know people who live on the other side of the country, it’s actually really important when it comes to communication and staff retention.
Encourage small talk between members of staff by setting up instant messaging, and making use of technology like Microsoft Teams operator connect.
5. Utilize video chat
Even though you may not be meeting face to face to discuss your weekend, there are still ways to hold face-to-face meetings without any traveling required. Video chat is one of the best ways to meet with your team and get the chance to talk face to face.
Many video chat apps are free to use and will help you to keep your staff up to date with any new advances whilst also giving them the opportunity to provide feedback or raise concerns.
6. Use customer service solutions
Customer service software can be useful for tracking conversations and revisiting past communications with customers quickly – something that is especially useful when teams are working remotely.
This software gives detailed insights that include reports on incoming requests and a range of other important information.
7. Make sure you set KPIs to encourage team growth
One way to show your remote team that you’re still thinking of them is to set clear key performance indicators (KPIs) for each member of the team to allow them to grow with the business.
You can risk losing your team if you don’t take the time to work with each team member, and help them with their career path, so evaluate these KPIs regularly.