While working from home offers great flexibility, there’s also a degree of loneliness that comes with it. While it’s not surprising to know that many of us are working from home for the first time, this situation brings it with new-found challenges that need to be addressed. Global workplace performance firm Leesman surveyed 700,000 workers worldwide to find that 52% have little or no experience working from home. Well, as much as 27% of brands have not updated their knowledge base for a long time, according to TSIA and Coveo’s State of Knowledge Management Report. But, according to Esteban Kolsky’s research along with 7, 28% of an average agent’s time is spent searching for the right answer, and the right answer can only be found 20% of the time. Sifting through piles of resumes and applications is not only time-consuming and inefficient, but it’s also largely ineffective.
Outsourcing your customer care needs to a virtual service provider means having an offsite data backup plan automatically in place. It also means you can rely on a network of customer service agents located throughout the country, eliminating your operational susceptibility to regional disruptions. Aside from being technology proficient, a remote customer service agent may be required to have very specific technology, depending on the employer’s needs. Many employers require only a high school degree or equivalent, although a college degree may be required in some cases.
These must be meetings where employees just share what they are working on, and if they need help with anything. Keep the meeting light-hearted so that employees are comfortable talking it out. It’s also a great way to make sure team members are doing their best work, as they’ll always work toward what they can share with their team just to seek appreciation (if nothing else).
A great place to start is with the right tools to facilitate proper communication. When workflows are simplified, and performance analyzed for insights, businesses can go from strength to strength. With remote working comes flexible hours, the ability to work from anywhere, and, in some cases, the power to set one’s own schedule. This leads to a happier workforce, fewer sick days, and less absenteeism.
Guide customers to faster resolutions
To help manage projects, information and communication needs to be centralized in one easily accessible place. For example, employees who work remotely are more productive and have a better work-life balance compared to those what is remote customer service who do not, according to new research by Pennsylvania State University. While 56% of businesses believe that remote working improves productivity. As we have pointed out, remote working is dependent on the right technology.
They, in turn, tell others about the service they received and those people may try new places when they hear good things. In this way, customer service directly affects your bottom line. Automating such workflows can not only help your team save time on a daily basis but work in a smarter manner. Another huge advantage is that it helps your remote support team stay more organized – as every query is assigned a relevant tag (for identification purposes) and routed to the relevant person. “Ever since my team transitioned to remote, we’ve found a way to streamline communication and ensure everyone is on the same page by leveraging a bunch of tools.
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Some of them are ticket volume, average resolution time, customer satisfaction score, average handling time, average first response time, and contact resolution rates. The best customer service tools are the ones that help you assist customers. As a service rep, you can use the tools to track, manage, answer, and resolve customer complaints and questions. According to Glassdoor’s recent article, remote customer service reps in the U.S earn an estimated salary of $52,089. For example, most representatives may operate only over the phone, meaning they are only active when customers call them so they work in the call center.