Previously, companies talked about on-boarding remote team members when they were working with outsourcing companies in Philippines or any other part of the world. Today, with the New Normal we are talking about on-boarding remote team members within our cities because of COVID-19.
Irrespective of your company size whether you are a SaaS company with 10 employees or 100 employees you need to put process and procedures in place which are simple, clear, concise and repeatable.
Below is a Sample remote team on-boarding plan which you can customize to your needs and requirements.
With the New Normal what does the employee orientation looks like. HR cannot take the new employee around the office and introduce them to different team members. However, emails or slack channels are the second-best way of introducing employees to the team.
The time spent on preparing remote on-boarding training materials is in an investment into the future. As you grow and add new team members locally or plan to outsource some parts of your support these training materials will be an excellent start.
New Trainees can be assigned to a buddy who can guide the new employee in the various aspects of the job. This also grooms your existing employees to become future leaders.
Customer Support team is an essential part of Customer Journey and its critical to ensure that the team understands how their performance is being evaluated. Clear performance measurements metrics such as # of tickets closed, # of calls handled, creation of knowledge base documents etc. along with 360 reviews and customer feedback are a good starting point.
If you are a small SaaS company with limited resources you can record your training sessions. These recording will be useful when you are adding new team members in future as they will have the opportunity to go through this self training module.
As you grow you can refine these artifacts and keep on improving the support team on-boarding process.
With COVID-19 you have already taken the step of remote work. There are thousands of Outsourcing companies in Philippines and other parts of the world. The key is finding the right partner and building your remote team successfully.
http://perfectque.com/blog/2019/12/06/selecting-the-right-outsourcing-partner/
http://perfectque.com/blog/2020/04/30/planning-for-knowledge-transfer-in-an-outsourcing-project/
As your team grows you can leverage the remote team training plan to work with Outsourcing companies and build a distributed remote team.
Saima Inayat linkedin.com/in/saima-inayat-255946159 who is Director Operations at PerfectQue and is managing a team of 100+ in Europe is responsible for on-boarding teams remotely from Toronto. Here are some valuable tips from her.
“Usually there are 8-10 or variables that we need to manage which we can control and have simple solutions. However, our minds complicate things and makes them more complex.”
https://www.pmi.org/learning/library/implementing-buddy-system-workplace-9376
https://hbr.org/2018/02/how-to-collaborate-effectively-if-your-team-is-remote
https://hbr.org/2020/03/a-guide-to-managing-your-newly-remote-workers
https://hbr.org/2020/04/how-managers-can-support-remote-employees
https://blog.hubspot.com/service/customer-service-support-training
Publish Date: May 12, 2020 5:02 PM |
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