Remote working has become the new norm. Over the last five years, people working remotely have increased by more than 44%. By 2028, 73% of the teams globally will have remote workers.
However, running a remote voice team successfully requires you to follow a different strategy than managing on-premise teams. You would also need the right tools to maintain the dispersed workforce, enhance collaboration and improve productivity.
But don’t worry. It’s not difficult. In this article, we will discuss the best practices and tips to manage remote voice teams. We will also talk about the best tools for remote voice teams. Let’s get started.
4 Tips to Manage Remote Voice Teams
1- Familiarize Your Team With Your Product and Services
Unlike in-premise staff members, virtual workers cannot tour your office to understand your product and services. And unless they know your product and services inside-out, they won’t be able to provide meaningful customer support.
Thus, it is recommended to take time to familiarize your team with your products and services. You can use virtual training strategies to teach new employees about your business, such as:
- Send a detailed outline that highlights everything about your product or services
- Share videos and recordings of support calls
- Give a demo of your product
- Share presentations and slideshows (if you have any)
- Provide sample support scripts
Sharing resources with your remote team, including chats and calls (that show the most common customers’ issues), will help them better understand your business.
2- Help Them Understand Your Customers
The better your team understands your customers, the better they will be able to meet their needs. Besides, learning your customers’ existing pain points and frustrations will make it easier for your support agents to empathize with them.
Consider providing them with common customer complaints and questions (and solutions) before getting on the phone with someone.
You can also provide buyer personas to help your team visualize your ideal customers, their pain points, and expectations without even meeting them.
3- Highlight Clear Guidelines and Expectations
Highlighting clear guidelines and expectations is essential to ensure optimal performance and productivity. Besides, when your team knows what is expected from them, they are more likely to meet the goals without constant oversight.
Here are some common guidelines and expectations examples for remote voice teams:
- Specific hours they should be online
- Their break time (which they should not exceed)
- Number of customer queries they should handle each day
- The average customer satisfaction rate
- Who is the point of contact should any concerns arise
Additionally, let your team members know how their performance will be evaluated. For instance, here are some common KPIs for remote voice teams:
- Customer satisfaction index (CSAT)
- Average response time
- First Call Resolution (FCR)
- Net promoter score
- Minutes they should spend attending customers
- Total tickets to resolved tickets ratio
This will help them reach their professional goals and stay motivated all the time while improving customer satisfaction.
4- Create an Internal Knowledge Base to Share Information
Customers want to talk to someone knowledgeable or get a satisfactory response when communicating with support agents. However, given the wide range of problems a customer might face, support agents might not be able to provide instant solutions every time.
And since your team is working remotely, they can’t just walk up to the manager’s desk to seek help. This is where an internal knowledge base can help.
With an internal knowledge base that consists of detailed resources for every possible customer queries, your agents will be better able to quickly solve complex issues.
Managing Your Remote Voice Team: 10 Best Practices
Apart from the tips mentioned above, there are certain best practices that can help you manage your remote voice team effectively. It includes:
- Establish and maintain clear communication practices
- Ensure all your agents have the necessary contact center skills
- Create a virtual training program to improve your agents’ performance over time
- Make sure there is at least one supervisor is available all the time to respond to the agents’ queries quickly
- Create a quality monitoring process for remote agent evaluation.
- Reward your best agents for boosting the morale of all your in-house support staff
- Hold virtual team meetings regularly to make your agents feel they are a vital part of your company
- Conduct interaction activities (e.g., virtual lunch, coffee sessions, games, etc.) to build rapport with your agents
- Give your agents targeted feedback so they can improve
- Balance workflow to meet demand. This means hiring more agents in case of increased call volume
5 Must-Have Tools for Remote Voice Teams
Now that you know how to manage your remote voice team efficiently, let’s look at the tools that can make your task easier and even more effective.
1- Business Phone System
A business phone system like CallHippo allows your remote agents to make and receive calls from the internet. All they will need is an internet-connected device and a headset.
Besides, the CallHippo business phone system boasts features like global connect, smart transfer, smart call forwarding, call conference (great for remote teams), call queuing, call barging, call recording, and more.
2- Customer Relationship Management Software
A customer relationship management (CRM) software brings all the customer information (name, email address, phone number, purchase history, and past interactions) into one place.
This ensures your agents stay up-to-date irrespective of where they are working from. However, make sure the CRM integrates with other tools that you use. Some of the top CRM for remote voice teams are Zoho CRM, HubSpot, and Freshworks.
3- Workforce Management Tool
Workforce management tools help create schedules and monitor schedule adherence. It considers various factors, such as agent availability, shift flexibility, call volumes, etc., when creating schedules.
Some of the prominent workforce management tools are Securtime, Jibble, and ActivTrak.
4- Speech Analytics
A speech analytics software enables you to better coach your remote agents and enhance their performance over time. With a tool like CallHippo Coach, you can evaluate 100% of the calls and quickly identify the most important interactions (like the ones with competitor mentions, customer objections, and compliance gaps).
5- Post-Contact Customer Surveying Tools
One of the essential parts of customer service is measuring customer satisfaction. Apart from listening to your agents’ conversations, you should use survey tools to determine how they feel about your service (and the agent who handled their call).
Tools like InMoment and SurveyMonkey can help you measure customer satisfaction after each call.
To effectively manage your at-home call center agents, you must help them understand your products and services inside-out, create an internal knowledge base, and equip them with the best tools.
Did we miss any important tips or tools for managing remote voice teams? Let us know in the comments.