{"id":409,"date":"2023-01-20T18:24:39","date_gmt":"2023-01-20T19:24:39","guid":{"rendered":"http:\/\/isar-international.com\/?p=409"},"modified":"2023-09-26T16:06:37","modified_gmt":"2023-09-26T16:06:37","slug":"9-tips-for-managing-a-hybrid-customer-support-team","status":"publish","type":"post","link":"http:\/\/isar-international.com\/index.php\/2023\/01\/20\/9-tips-for-managing-a-hybrid-customer-support-team\/","title":{"rendered":"9 Tips for Managing a Hybrid Customer Support Team"},"content":{"rendered":"
Work environments have changed a lot since the COVID-19 pandemic. Social distancing mandates kickstarted a rapid switch to a hybrid employment model. As it’s proven effective, more and more organizations jumped on the bandwagon.<\/span><\/p>\n That’s especially true for customer support. Nowadays, you can attend to customers and elevate their experience from different locations without it impacting the quality of service. Providing flexibility in work locations can be a great benefit for employees. But, it leaves managers with the challenge of finding new ways to effectively lead a<\/span> hybrid customer support team<\/span>.\u00a0<\/span><\/p>\n In this article, we discuss challenges that managers may face and some tips that can help to effectively overcome them.<\/span><\/p>\n <\/p>\n <\/p>\n <\/p>\n Image source: <\/span>iStock<\/span><\/a><\/p>\n Being a manager is a complex role. You are constantly juggling the responsibility of <\/span>leading teams<\/b>, <\/span>ensuring productivity<\/b>, and <\/span>facilitating your team\u2019s personal and professional growth<\/b>. As if that wasn’t enough to handle, a remote or hybrid situation raises even more issues for managers to worry about.<\/span><\/p>\n Let\u2019s take a closer look at some of these issues.<\/span><\/p>\n Keeping up with team members in other locations can be challenging for various reasons, including:<\/span><\/p>\n Team members may not always be available to work simultaneously, which could disrupt business operations and workflow. So, it’s no surprise that <\/span>50% of company leaders want employees to return on-site five days a week, <\/b>according to <\/span>CNBC Make It<\/span><\/a>.<\/span><\/p>\n Several factors might impact a team member’s ability to communicate via specific channels. These can include:<\/span><\/p>\n For instance, the responsiveness of a team member in an area with a high-quality internet connection will not be the same as for a team member in an area experiencing rain storms and power outages.\u00a0<\/span><\/p>\n These factors can also make it difficult to schedule calls and meetings. But when working in person, a quick stroll to a team member’s desk can quickly resolve such issues.<\/span><\/p>\n Managers are responsible for passing down <\/span>company culture<\/span><\/a> to their employees, but this can be challenging with a hybrid team. Since physical interactions play a vital role in shaping company culture, it takes extra effort to instill a feeling of camaraderie in a hybrid working team.<\/span><\/p>\n Some managers have difficulty ensuring team members\u2019 productivity in a hybrid workspace. Team members are often underutilized or have too much on their plate. Both of which can be detrimental to an organization. Keeping tabs on the working hours and workload of team members across time zones is a crucial part of hybrid team managers\u2019 jobs.\u00a0<\/span><\/p>\n It\u2019s no surprise that a remote setting can also make it difficult to establish and maintain trust between a manager and their direct reports. With team members working from different locations, managers might not understand individual working styles, working hours, or the current workload. This lapse in communication can result in uncompleted tasks and missed deadlines.<\/span><\/p>\n To maintain trust among team members, managers might consider holding daily or weekly stand-up meetings. This gives employees an opportunity to talk about what they\u2019ve been working on and where they may need help. Understanding how everybody has been spending their time helps team members feel like they\u2019re working towards a <\/span>collective goal<\/span><\/a>, which of course they are!\u00a0<\/span><\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n Image source: <\/span>iStock<\/span><\/a><\/p>\n As hard as managing a <\/span>hybrid customer support<\/a> team<\/span> may be, it\u2019s not impossible. You can navigate most problems you encounter with a little guidance. In this section, we’ll tackle ways to solve the above-mentioned issues.\u00a0<\/span><\/p>\n Organize weekly team meetings or periodic team bonding activities. This will give your team something to look forward to and provide take a break from constantly speaking to customers and chatting about work experiences.<\/span><\/p>\n Frequent team communication<\/span><\/a> through networking apps like Teams and Slack is also an excellent way to enable team members. They can share ideas on handling customer-related problems and the different temperaments a customer service professional encounters daily.<\/span><\/p>\n Other benefits of frequent communication include:<\/span><\/p>\n Communicating work schedules across the team is an excellent way to maximize team members’ utility to ensure no one is underutilized or overworked.\u00a0<\/span><\/p>\n As a manager, you can assign various aspects of customer relations, as well as daily or weekly goals for each team member. It will also make scheduling meetings easier with timely, advanced communication.<\/span><\/p>\n Your hybrid customer support team members may be focused on supporting customers, but they have needs too. One significant professional need lacking in organizations with hybrid models is inclusion. With team members spread across different locations, it is easy to feel left out. This can affect both motivation and productivity.\u00a0<\/span><\/p>\n As a manager, you should find ways to make all members feel like part of the team. Some examples include:<\/span><\/p>\n Make room to address your team member\u2019s individual needs and the challenges they face. Ensure that the entire problem-solving process is not treated as a customer service issue and remains confidential, to build trust. Communication improves when your team is in a good mental space.<\/span><\/p>\n Promote a culture of exploring and utilizing available customer service-related technology and <\/span>collaboration tools<\/span><\/a>.\u00a0<\/span><\/p>\n Regardless of the challenges of remote and hybrid work, most businesses have succeeded because they leveraged innovative solutions, such as <\/span>virtual call center software<\/span><\/a>, to stay connected with employees and customers.\u00a0<\/span><\/p>\n Managers can promote asynchronous communication to make it easier for team members to collaborate effectively. Recording essential calls or meetings for absentees to watch later helps to ensure you\u2019re not leaving any team member behind.<\/span><\/p>\n It is vital to offer helpful solutions to the challenges that your <\/span>hybrid customer support team <\/span>may face on the job.\u00a0<\/span><\/p>\n It could be providing backup internet services in the office or pooling written resources online \u2014 anything that helps to make their job easier. You could also host team webinars to help team members further develop their skills and techniques from time to time.<\/span><\/p>\n Implementing monitoring tools can be a helpful way to track team member workflows and ensure that deadlines and KPIs are met. <\/span>Clockify<\/span><\/a>, for example, can provide insight into how your team is spending their time across tasks and projects. Another option might be to have your team complete <\/span>check-in forms<\/span><\/a> before scheduled 1-to-1 calls to make your time together as effectively as possible.\u00a0<\/span><\/p>\nChallenges in managing a remote\/hybrid team<\/span><\/h2>\n
1. Different locations (and time zones)<\/strong><\/h3>\n
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2. Communication and scheduling problems.<\/strong><\/h3>\n
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3. Retaining company culture<\/strong><\/h3>\n
4. Monitoring work and productivity<\/strong><\/h3>\n
5. Building trust<\/strong><\/h3>\n
9 tips for leading customer support teams<\/span><\/h2>\n
1. Communicate often as a team<\/strong><\/h3>\n
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2. Communicate work schedules in advance<\/strong><\/h3>\n
3. Unite your team<\/strong><\/h3>\n
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4. Initiate individual problem-solving<\/strong><\/h3>\n
5. Leverage technology and collaboration tools.<\/strong><\/h3>\n
6. Provide proactive support in the office and online<\/strong><\/h3>\n
7. Use monitoring tools<\/strong><\/h3>\n
8. Set boundaries and expectations<\/strong><\/h3>\n