How to Successfully Manage Your Remote Customer Service Team
Many companies are setting up remote customer service teams in response to the COVID-19 pandemic.
Even if it’s a temporary solution while social-distancing rules are in place, you still want to make sure your employees are working as well as possible from home.
Your remote customer service team acts as the front line in maintaining customer satisfaction and trust.
The success of your remote customer support team depends on both your IT system and your staff.
Here is an overview of how you can get the most out of your technology and workforce.
In order to set up a remote customer service team successfully, it’s crucial to invest in the right software and keep your staff motivated.
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Invest in the right software
First of all, it’s essential to invest in cloud-based software. With all your employees working remotely, you need to be able to share information on the same secure system.
That way, you can ensure that all of your sales representatives have access to all updated information in real-time.
Your team will be able to access this information remotely and without any wait.
This will enable them to give customers the best service possible.
Here are some other types of software worth investing in for your remote sales business.
All of these will be essential even after the pandemic.
- Cloud Contact Center
A cloud contact center software provider such as Five9 can help you to identify and solve any customer service issues you might be having.
Five9 is partnered with Google Cloud to configure your cloud contact center with AI technology. This means that customers on call-waiting can be intercepted with questions to save time and other automatic features.
The software uses virtual voice technology to answer common FAQs and help you provide better customer service.
- Data Analytics
Analytics software can help you to record and make connections between millions of data at a time. Your business will benefit greatly from the use of analytical software as well as it allows you to fully understand your clients and all their quirks and preferences. It also tracks location and demographics. This can help your team understand how to address potential customers’ needs. See here for the top analytical tools for your company.
- Disaster Recovery
Your team will have access to a lot of private data. If there’s a security breach, disaster recovery software can help you retrieve any stolen data. Any customer data will also be protected by private encryption keys and only accessible to you. Disaster recovery services allow your business to remain prepared for the unfortunate, and you can rest assured that your data recovery will be handled securely.
- Risk Assessment
It’s important to evaluate the risks in your company and act accordingly. You can shop around for the best risk assessment software to draw up an accurate and detailed risk assessment for you.
If you’re running eCommerce, it’s a good idea to have a professional opinion on the safety of your websites. Better yet, seek expert advice from the best eCommerce developers to make more improvements.
Troubleshoot any problems
It’s important to take care of any software or hardware issues as soon as possible. Set up a quick way for your customer service team to report any problems.
If they have any computer issues, do not hesitate to get in touch with a computer repair service. Supply alternative PCs if you can afford to.
There are plenty of software bundles available to help you support your sales team remotely. They can offer guidelines to troubleshoot any issues you might have.
To prevent any type of software error, it’s a good idea to regularly run audits on your system.
Google developers can give you plenty of advice on how to run audits on issues with your website.
With advances in technology, it’s very simple nowadays. You can download an add-on or a tool to do it for you, or you can run certain checks online.
It’s never been a better time to run an online business, and you have everything at your fingertips.
How to support your team from afar
There isn’t much difference between running a remote customer service team from managing in the office. Your business objectives are still the same.
The only thing that has changed is your location. If you aim to achieve what you got done in the past, there’s no reason why you shouldn’t succeed remotely.
There are certain ways you can keep your team motivated, however. Some reports have shown a reduction in productivity due to the work-from-home transition.
This could be due to a number of factors. The levels of uncertainty at the moment are having a negative impact on everyone, and trying to keep morale up is more important than ever.
Here are some ways you can engage with your remote customer service team, and keep them motivated.
Focus on the right KPIs
It’s important to focus on the right KPIs. With a remote customer service team, the most important KPIs are related to the customer experience.
This means you need to stress the importance of customer loyalty and satisfaction. Set your remote customer service team goals to achieve in average issue resolution time and first contact resolution.
Your goal should still be to provide quick and efficient service. With cloud software in place and a motivated team, you should be able to achieve this no problem.
Engage with your team remotely by being both present and transparent.
Even though there’s no manager looking over their shoulder like in the office, they still need to feel there is someone to both supervise and monitor them.
You’re probably recording calls for training and feedback, but why not try to communicate more with your team actively?
Hold plenty of video conferences and discuss relevant news and the latest KPIs. Keep them informed of how they and the company are doing.
Reward good performance
With your customer service team working from home, it’s more important than ever to make them feel recognized.
In fact, almost 70% of employees have stated in a recent survey that they would work harder if they felt more like they were being appreciated.
You can implement a new rewards system for this difficult period.
At the moment in these uncertain times, many companies can’t afford to take risks with employee raises or promotions, but it’s still important your staff feel like they have a future in the company.
The best way you can achieve this is with healthy communication and proving you have listened to their ideas.
As rewards go, it’s somewhat easier remotely, but there’s more you can do apart from award gift cards or vouchers, for example.
There are plenty of creative ways you can reward staff. There won’t be any office celebrations any time soon, however.
If you want to, you could present prizes over Zoom meetings, and it depends on the dynamic of your company.
Keep your staff motivated nonetheless by rewarding met customer service targets with small gifts and incentives.
Virtual team building
If you’re looking for new ways to build employee motivation, try virtual team building.
If you can’t find much inspiration for team building activities doesn’t worry, there are plenty of helpful suggestions online.
Many people enjoy the social aspect of working in an office, and the transition to working from home might have been hard for them.
Some companies organize social events like pub quizzes each week. Others prefer to set up games that require a little less planning like Pictionary or charades.
Get some honest feedback from your team first about what they’d prefer. Even if your team is a little demotivated at the moment, they’ll be glad they got involved.
Team building activities help to build chemistry and trust between employees. This will motivate them further to do a good job.
Your customer service team will surely need a bit of a morale booster after dealing with stressed customers complaining about the various inevitable issues going on at the moment.
It’s a good way to reinforce the idea that you’re all in it together.
Maintain employee satisfaction
The best way to manage your customer service team is by maintaining employee satisfaction.
In order to ensure the satisfaction of your staff, you need to monitor their activity, get regular feedback, and ensure all other team leaders are on board.
Make sure all managers and leaders are fully equipped to engage their team remotely. You could hold virtual training sessions for managing staff and get everyone up to speed on the challenges the new situation will bring.
Satisfied employees are those reported to be treated with respect and recognition. In these turbulent times, it’s vital that you make them feel listened to and understood.
Be transparent about the company’s future and keep them in the loop. Your employees may need a little more flexibility and control at the moment, for example, if they are at home with children.
If you take their individual needs on board, they will be more motivated at work.
