Why a remote customer service team?
Well, there are a number of reasons:
i) Remote working has grown extremely popular
ii) Employees working remotely feel a sense of having a control over the environment they are working in and hence are more productive
iii) Working while enjoying results in a free mind that boosts the productivity further.
As far as the business is concerned, the reasons may vary from an absence of the office to having team members across time zones so as to respond faster to customers all over the world. Whatever the reason be, there are a number of ways to make the most out of your remote customer service. Read on to know the best ones.
Have a clear idea of who your target audience is:
What is your idea of an exceptional customer service?
Isn’t it all about knowing your customers and their requirements even before they reach out to you? Isn’t it about providing the best possible solutions to all their issues? Probably yes!
Well, for that, you and your team need to have a clear understanding of your target audience. So, make sure that your remote customer service team knows who they are talking to on the other end of the phone, live chat, email or social media channel. This further requires up-front training so as to develop skills that’ll help provide the best service.
Leverage video chat to keep in touch:
Make the most out of technology. Distance should not be a bar for your business. Leverage technology to keep in touch with your remote employees.
Make use of video chat to hold regular face-to-face meetings with your remote team regardless of time differences and location. You may utilize tools such as Skype, Google Hangouts so as to share important information, tell them about the upcoming challenges and also to let them voice their opinion.
Build a team culture to keep your remote team members sane:
The truth is, customer service is hard work. Being a customer support agent can often become quite stressful. And when you are a remote team member, the things may get even worse.
So, it’s advisable to create a place to congregate and chat. Creating a team culture can actually help your team be more productive and make collaboration easier. Most importantly, it helps customers get rid of all the stress and relieve themselves.
Keep your team engaged with crystal clear performance metrics:
The customer service team working in your office can be monitored and kept engaged in a number of ways. However, when it comes to the remote teams, it’s a totally different case.
According to a Gallup Poll, remote workers can be even more engaged than onsite ones. The only condition is that they feel valued and the expectations and goals are properly set.
Now the question is, how can that be done?
Well, for that you need to establish clear, numerical performance metrics including monthly, quarterly, and yearly reviews. Once you’re done mentioning the metrics, your remote customer service team can then work towards the accomplishment of the set standards.
Follow these tips and you’ll always have happy customers around the globe and satisfied employees as well!