4 Effective Ways to Run Your Remote Customer Service Team
Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the cracks. Follow these four tips to get the most out of your remote customer service team.
1. Hire Employees Who Can Handle Remote Work
Not everyone has what it takes to work remotely. It’s tough to remain productive when you’re not working at an office, and for many employees, performance suffers when they work elsewhere. When you hire representatives for your remote customer service team, you need to find people who can succeed in that type of environment.
Ideally, you want employees who have a proven track record of remaining productive while working independently. Look for people who have experience with remote work, freelancing or owning a business. These types of work all require you to be self-motivated and able to stay productive without anyone looking over your shoulder, which are necessary traits for remote workers.
When you interview prospective employees, ask them about their preferred work schedules and any unorthodox work arrangements they’ve had in the past. You may also want to ask if they’ve worked from home, a co-working space or a café before. Their answers will give you a better idea of who can thrive under a remote working arrangement and who will have a hard time adjusting.
2. Select the Right Customer Service Software
The right help desk software allows you to track your team and your team to log customer interactions. You can check how many calls your employees are taking each day, the average length of their calls, the hours they’re working and the number of issues they resolve. This helps you better monitor their productivity and keeps your employees focused, since they know that you’ll be able to see if they’re not taking as many calls as they should be.
Your employees can log interactions with customers into the software, so there are notes that anyone else can read if the customer contacts your company again. Keeping track of interactions is critical when you have team members in different areas who aren’t communicating with each other at the office. Employees can also submit a follow-up request for customers that need a call back, ensuring that every issue gets handled appropriately.
3. Use Knowledge Bases
One of the key factors in a customer’s satisfaction is whether the customer service representative can answer their questions. But even your best employees may come across the occasional inquiry that they can’t answer off the top of their heads. Since they’re working remotely, they can’t just Go to the full article.