With the right set of tools and best practices, support teams can work hand-in-hand no matter how distant everyone is from one another.
Remote work has been the new normal for the majority of the workforce when the global pandemic erupted.
In pursuit of continuous business operations, experts have risen above work limitations and immobility. Managers have drawn remarkable ways for team leaders to manage remote customer service teams.
Research shows that remote employees demonstrate increased levels of productivity. Despite this fact, managers have realized that this setup can be demanding in terms of connectivity and management.
Since remote work impacts employees’ engagement and performance, businesses have developed best practices, which many other companies can adopt.
What is a remote customer service team?
A remote customer service team is a set of employees either working from home or outside the usual office setup. During the pandemic, a lot of management was forced to shift to a remote working model.
This turn of events brought a new set of challenges for managers and team leaders. With all of their team members displaced, it can be laborious to keep track of an employee’s productivity, engagement, and overall work performance.
But with the right set of tools and best practices, support teams can work hand-in-hand no matter how distant everyone is from one another.
To address these changes in our newly found work model, here are surefire ways to effectively manage your remote customer service team.
Tips to effectively manage your remote customer service teams
If your company has implemented a work-from-home setup, you might already have run into some teething issues.
It could be communication barriers, employee burnout, angry clients, or a bottleneck in workload. You can address all of these should by redefining your team’s dynamics in working remotely.
Managing remote customer service teams doesn’t have to be complicated. By incorporating the tips listed below, your company will be able to manage your remote customer service teams effectively.
Encourage your teams to have a dedicated workspace at home
There’s a different sense of comfort and discipline that gets people in gear when they have a dedicated working space.
A remote employee’s working space should be conducive for meetings and live calls, and it should be spacious enough for equipment. It can be a little corner in the house where they can sit properly and stretch their muscles.
Equip your remote team with customer service technology
Companies should shoulder the equipment needed by agents in delivering customer service. If they opt to arrange a work-from-home setup, companies should be able to provide customer service technology.
This will also allow the management to monitor the employee’s productivity, access important customer information, and communicate across various channels.
Schedule regular meetings
When we say regular, it doesn’t have to be every single day. Virtual fatigue is real, and meetings can take a lot of energy from your teams. If you can skip long hours of meetings, your teams can spend the time finishing tasks instead.
However, if you do have to schedule one, keep the meeting brief and light.
Practice easy communication
In our typical office environment, lack of communication is the usual problem. But when employees are working remotely, they need more time to focus and work on tasks.
When you need updates on the day, tasks, and other urgent matters, encourage employees to send messages on Skype or Slack instead of long emails.
Conduct virtual hangouts
Managing your remote customer service teams doesn’t mean it’s all about work. It’s also about taking breaks and celebrating small wins as a team.
Check in on your team members by scheduling happy hours, non-work-related conversations, or pizza parties after work hours.
It may seem a bit forced and awkward given the virtual medium. But when your team members see that you’re making the extra effort to get to know them better, it gives them a positive mood about their working environment.
Offer rewards or stipends
Just like in a regular office setup, prizes (not necessarily money) can boost the morale and energy of your remote customer service team. If they are rewarded and feel that their effort is recognized, it sets a positive tone.
Deliver the best customer experience anytime and anywhere
Developing your remote teams is more crucial than ever if you want to deliver customer service better in a post-pandemic era. Explore new initiatives, and always involve your team members in decision-making.
The best managers know when to strike the balance between work disciplines and management. It takes extra understanding and patience to determine which best practices will work for your remote customer service teams.
But when you do, it will surely pay off the hard work! If you can cater to your remote customer service team, they can cater better to your valued customers.
