Author: Asif Chowdhary, CEO, PerfectQue
The information I am sharing is not just thoughts that are being written what I am sharing is what we have been practicing for the last four years with our Team in Central Europe. Let's look at some of the challenges remote teams face and how you can minimize their impact.
Some of the Challenges listed by Harvard Business Review Article include:
- Lack of face-to-face supervision
- Lack of Access to information
- Social Isolation
- Distractions at home
I would like to add a few more challenges to this as majority of us have gone remote in the last few weeks due to COVID-19:
- Uncertainty of Future
- Financial Pressures
- Change in Habits
- Adjusting to a new Reality
How can you Support Your Remote Teams?
Some of the suggestions given by HBR article include:
- Daily Check-ins
- Provide Communication Technology Options
- Establish Rules of Engagement
- Provide Opportunities for Remote Social Interaction
- Offer Encouragement and Emotional Support
What has worked for Us?
Communication is the key when managing remote teams especially those off-shore and now we should include on-shore as well as everyone has gone remote. These meetings allow you to remain connected and any questions that your team might have can be answered in an open forum.
Any questions that require further discussion can be handled on a one-on-one basis.
Using Communication Technologies
If you are a small business there are a lot of tools such as Slack, Google Hangouts, WhatsApp, Viber which can keep you in touch with your team. These are difficult times for everyone so any communication that helps us stay positive and connected should be utilized.
Be Compassionate and Understanding
If you are too focused on getting things done and ignoring the human aspect of the current events you might have a negative impact on your teamâ€™s productivity. You have to let the team adjust to the new reality and set policies and procedures accordingly. This is the "New Normal" and everyone will adjust to the change.
For us, the key has been understanding and supporting our team who is executing our operational and strategic plans which are dynamic and evolving.
Communicate with Clarity
Since we don't have the luxury to turnaround and ask a question as a Manager or a Business owner who is responsible for a remote team it becomes essential that you communicate with clarity.
Controlling Information Shared
If there are tasks where every team member does not need to be involved then control the communication flow as unnecessary and unproductive group emails do not add value to the tasks that need to be executed.
Multitasking and Backups
One rule that has worked for us very successfully is ensuring that your team members especially those in the support role can multi-task. This is the time where you need team members who can wear different hats and let the ball rolling. Specialization is good but when it comes to maximizing your team efficiency and utilization you need team members who can execute multiple tasks.
Whether you are a small business, running a remote team or planning to move your team to work remotely or thinking about outsourcing, the challenges are real but not impossible. If executed well you can run a remote team successfully.
PerfectQue specializes building customer support/customer success teams in Europe that are integrated into your People, Process, and Products.
Published: Monday, May 4, 2020
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
PH: (+61) 406 501 368
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...