Running a remote team is challenging. Managing a remote customer service team is no picnic either, and comes with its own set of intricacies.
To achieve the outcomes you’ve set for your team, you have to run a tight ship. Here are several established ways you can make it happen.
Establish your audience
It may sound basic, but your team needs to know who they’re helping at the other end of the phone line, email, social media, or messaging app. By understanding the audience, your team will be able to:
- Deal with them more effectively.
- Meet customers’ expectations.
To ensure these outcomes, you’ll need to provide your remote team the proper training, which should cover the following:
- What are your audience’s pain points?
- What are their values?
- Where are they located?
- What are their demographics (e.g. age, gender, occupation)
Choose the right software
To function properly, your team will need at least the following tools:
Cloud-based project management software
For planning, organising, and managing team resources, you’ll need this kind of application. Why? Because emailing pertinent details isn’t enough.
In addition, a cloud-based project management software consolidates all the information in one place. This allows individual members of your team to access the information from anywhere.
Likewise, you get a convenient, high-level view of all your projects.
If you’re undecided which software to use, look for one that focuses on collaboration and ease of use. Two reasons for this:
- Teamwork is central to the success of each project, so you’ll need a tool that lets you communicate with your team easily.
- If your project management software is difficult to use, your team is more likely to commit mistakes and lower their output.
Customer service software
For monitoring, prioritising, managing, and resolving customer queries, your team needs a tool which ensures that no concern is overlooked.
With good customer service software, you avoid having to look at every customer interaction, which can be tedious and counterproductive. Whichever tool you choose, aim for one that has:
- Support via multiple communication channels
- The ability to assign tickets to colleagues
- Built-in CRM software
- Live chat support
- Real-time reporting
- A knowledge base (more on this below)
Create a knowledge base
To customers, speaking to someone knowledgeable about solving their problem is key. But even the most seasoned customer rep will occasionally encounter a concern that involves a bit more research.
Here’s the problem: because your team is working remotely, they can’t just approach you for help, especially if they’re in another time zone and it’s unreasonably late for you.
They can try asking you or their colleagues via email or instant messaging, but there’s no guarantee they’ll get a response in time.
The solution is to put together a knowledge base – a centralised repository of information – which your team can access when they need to know the answer to customer service issues right away.
Remember that immediate, responsive service is key to good customer service; it’s what customers expect today. A knowledge base will help ensure that.
Develop a team culture
Customer service can be an anxiety-inducing and tiring job. To make up for this, you need to develop a strong team culture that will help your people de-stress.
In a traditional office, this happens when people gather for cake in the pantry or go for a quick drink at the water cooler. Such instances let employees blow off some steam by chatting with their colleagues.
These moments, however, don’t occur naturally online. You’ll have to make a deliberate effort to integrate it into your team’s culture. You can start with introducing team building activities like:
- Virtual happy hour
- A dedicated channel for different interests (e.g. pets, sports)
- Movie night
Holding such activities will help develop rapport and unity among your remote team. This, in turn, will help them cope with the work’s difficulties, collaborate more easily, and be more productive.
Meet your team regularly through video
All teams need to connect with each other on a regular basis. But since yours works remotely, face-to-face communication isn’t an everyday option.
You can offset this through video chat, which has various platforms you can choose from. This includes Zoom, Skype, Google Meet, GoToMeeting, and Webex, among others.
Video chats are important in remote work because a large part of communication is non-verbal. You’ll out a lot if your team interactions are limited to email, instant messaging, or voice calls.
Without video, you won’t enjoy the benefit of meaningful details like body language, eye contact, and facial expressions – all of which are important in building rapport.
Set KPIs
The success of your customer service team is determined by the results they achieve. And the only way to find out if your team succeeded is through their key performance indicators or KPIs.
For customer service, your team needs to pay attention to several key metrics, which include (but aren’t limited to) the following:
- Customer Satisfaction Score – How customers are satisfied with a product or service.
- First Response Time – Average time it takes to respond to a customer.
- Net Promoter Score – Percentage of customers rating their likelihood to recommend a product/service to others.
- Customer Retention Rate – Percentage of customers retained over a period of time.
- First Contact Resolution – Number of customer queries solved at the first time of asking.
Of course, if you’re going to measure performance, make sure you reward your people when they achieve as well. It’s important for employees to be recognised for their hard work.
Hire the right people
If you want to bolster your remote customer service team with top talent, team up with Remote Workmate. Unlike freelancing marketplaces and job boards where you do everything yourself, we handle all the heavy lifting for you, including onboarding and payroll.
You can actually choose from our pool of top candidates right away. Simply click the button below to browse a wide range of profiles on our Hotlist page.
To help you build a high-performing team for your startup, here are the different characteristics that you should look for in candidates for when hiring.
The Global PVC Window Profile Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast Till 2026 gives an evaluation of the market developments based on historical studies and comprehensive research respectively.
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The Global Polyvinyl Alcohol Fibers Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast Till 2026 gives an evaluation of the market developments based on historical studies and comprehensive research respectively.
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The market attractiveness analysis provided in the report aptly measures the potential value of the market providing business strategists with the latest growth opportunities.The report classifies the market into different segments based on product type and application.
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According to a research report "Cognitive Assessment and Training Market by Assessment Type (Pen- and Paper-Based, Hosted, Biometrics), Component, Application (Clinical Trial, Screening & Diagnostics, Brain Training, Academic Research), Vertical, and Region - Global Forecast to 2021", published by MarketsandMarkets, the cognitive assessment and training market size is expected to grow from USD 1.98 Billion in 2016 to USD 8.06 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 32.3%.Browse 63 market data tables and 47 figures spread through 150 pages and in-depth TOC on "Cognitive Assessment and Training Market - Global Forecast to 2021"The major forces driving this market are aging global population, increasing awareness about brain fitness, and advancements in technology.
The growing market for cognitive solutions and increasing demand for brain training by next-generation tech-savvy population are contributing to the growth of the cognitive assessment and training market.Download PDF Brochure: https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=1039Clinical trials in terms of application is expected to hold the largest market share in the cognitive assessment and training market during the forecast periodClinical trials are mainly used to identify, measure, or monitor cognitive impairments and cognitive changes.
The assessment of cognitive functions is an integral part of decision-making during clinical drug development, as certain drugs can have an impact on the cognitive capabilities of the brain.
The market is expected to contribute the highest revenue for vendors offering clinical trials.Education vertical is expected to grow at the highest CAGR in the marketCognitive assessment solutions and services are used in the education vertical for screening prospective candidates for schools or colleges.
The leading cognitive assessment and training vendors for this vertical are Pearson Assessment and CogniFit.North America is expected to contribute to the largest market share and Asia-Pacific to grow at the highest CAGRNorth America is expected to hold the largest market share and to dominate the cognitive assessment and training market from 2016 to 2021, due to the increasing awareness among population about adopting medication for cognitive diseases.
The new generation in this region is more concerned toward the benefits of cognitive training, which is not just limited to patients with cognitive dysfunctions.
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The key regions comprise the following geographical segments:North America (U.S., Canada)Latin America (Brazil, Mexico, Argentina, Rest of Latin America)Europe (Germany, Italy, France, U.K., Spain, Benelux, Russia, Rest of Europe)East Asia (China, Japan, South Korea)JapanAPEJ (China, India, Indonesia, Thailand, Singapore, Australia & New Zealand, Rest of Asia Pacific)South Asia & Oceania (India, Thailand, Indonesia, Malaysia, Australia & New Zealand, Rest of South Asia & Oceania)Middle East & Africa (GCC Countries, Turkey, Northern Africa, South Africa, Rest of Middle East & Africa)The detailed assessments focus on, inter alia, on the regulatory and macroeconomic frameworks, prevailing pricing structure, imminent investment pockets, and emerging application areas.
Taking the analysis further, the study helps readers get a better understanding of the trends characteristics of the emerging markets, including government regulations crucial to growth of such markets.
