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How to engage remote employees to provide better customer service

Posted by Giselle Camacho on Oct 6, 2020 11:00:00 AM

How to engage remote employees to provider better customer service

2020 has brought a new expectation for remote work. Due to Covid-19 nearly half of the UK workforce is working remotely. While remote work has always existed it was never required in the way that it is now.

Employees have had to completely change how they are communicating and working together. The main concerns of remote work are distractions, low productivity, lack of communication, difficult to manage, and security concerns. There are many things to help employees maintain their productivity levels and not feel disconnected from the rest of the team. 

Here are examples of what you can do to engage work from home employees to provide better customer service:

Teamwork 

Teamwork engages employees from home by having them work together and come up with new ideas. Although teams can not be together physically there are alternatives so that group work can continue.

There are video calls to connect with your team through video calls from wherever you are. VoIP also offers Video conferencing which can help connect team members. You're able to have remote meetings where team members enter a meeting with a pin. It also includes features such as muting and the ability to “raise hand” to make video conferencing easy to manage and use.   

Managing effectively

A way to help manage your team is to set up weekly or monthly virtual team meetings. This is crucial to help everyone be on the same page and understand company values so they can keep working to provide better customer service. 

Managers need to make themselves available to all employees. This can be done by doing check-ins with all to help them with any challenges they encounter in the new world of remote work. It is better to speak first because waiting for an employee to speak up may be too late or they might never say anything. If there are problems not being solved then customer service will be negative and clients will be unhappy. Asking simple questions such as How can I help you be productive or do you need anything?

Security Concerns

Using secured websites and applications that can only be accessed with a password will make it safe for teams to keep clients' information secured. VoIP integrates existing third-party CRM applications such as Gsuite or Microsoft Office. This helps small businesses organize reports and connect with customers all in one place.

VoIP

To stay ahead you have to adapt to modern technology such as VoIP. VoIP can be good to be more productive due to features that can be helpful to small businesses. VoIP can also be installed by an app or software to any device. This is important because people can’t bring their set up from work but can easily work on their computer or phone.

The benefit of VoIP you can work at any time that works for all of your team members from a device they would like to use. There is no need to stay in one place because as long as you have a reliable internet connection you will be able to receive calls and messages.

VoIP has many features to make working with others simple. call conferencing and video conferencing allows the team to work together at any time. Instant messaging makes it easy to answer from your cell phone at any time. It also has a beneficial feature which is the Auto-attendant is the menu so that callers can reach the correct extension and lead customers to an available team member. 

To see how VoIP can help your small business check out our packages or call our team on 0203 697 4166. 

Topics: Small business tips, Latest

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