Your remote service agents are working from home. But customers' expectations should always be met. Click through the strategies that easily connect all remote agents to keep business running with profits. The basics of communication and the importance of cloud phone systems- Instantly connect with customers from any place, at any time and using any device. The importance of team communication for progress with profits. The right set of performance indicators that Managers can use to track their agents' performance + ensure customer satisfaction. To learn more, read here: https://justcall.io/blog/remote-customer-service.html

1. KEEPING BUSINESS
AFLOAT WITH REMOTE
CUSTOMER SERVICE

2. 77%
AGENTS ARE MORE
PRODUCTIVE IN REMOTE THAN
THEIR OFFICE COUNTERPARTS
Focus On Following 3
Strategies for efficient
remote service to
gain profits in remote
business.

3. PRIORITIZE CUSTOMER
COMMUNICATION
Get the right Calling and
Helpdesk Software
- Active Service Reps
ACTIVE TEAM
COMMUNICATION
Develop a Collaborative
Mindset & Healthy Team Spirit
- Let All Feel Valued
TRACK
PERFORMANCE
Aim For Maximum
Customer Satisfaction
-The Right Set of Metrics

4. Prioritising Communication With
Customers
Ensure strong and smooth communication with customers. Get A Cloud phone
system & a smooth working Cloud-based calling software. Communicate from any
device.

5. BE CUSTOMER-
REACHABLE
Ensure strong and smooth
communication. Use digital
solutions. Automation around SMS &
Emails.
SHIFT TO CLOUD-BASED
CALLING
Anywhere, Anytime & Any device Solution.
No wires/hardware. Keep Service
Operations always alive.
GET THE RIGHT CUSTOMER
SERVICE SOLUTIONS
Regular Follow-ups, more empathetic
response, Zero Inbox target, Minimum/no
waiting period.
EFFECTIVE SHARED
INBOX SOFTWARE
Double Response is a disaster. One mail
box. Clear ticket ownership.Keep track of
reps - ‘who said what’.
BUILD A REPOSITORY OF
KNOWLEDGE
Help Guide of articles or updates around
FAQs like features/basics/steps. Less time
on manual tasks - More time on service
calls

6. Benefits of
Cloud-Calling
Solution
WORKING HOURS
Set different working hours for your
agents. Use call routing feature.
TRACKING
Rep's availability and performance
CALL REPORTS
View inbound-outbound Analytics
AUTOMATION
SMS Bot feature/ Follow-up Emails
drive efficiency.
MONITORING
Monitor reps live on calls, Whisper &
Brage.
CALL RECORDING
Listen to call recordings for Quality
Assurance.

7. Communication Within Teams
Get a platform for your remote service teams to collaborate and discuss.
Keep your progress live & productive.

8. GROUP DISCUSSION
Have a clear work diagram like ‘who is
doing what' in small or large groups.
Agents can join in On-the-go
meetings, virtual training sessions, any
discussions around tasks.
At JustCall, we use Google Meet.
VIDEO
CONFERENCING
Keep the office settings live.
Announce weekly achievements.
Build sense of
community+healthy team spirit.
Keep teams united with Google
Hangouts or Zoom
COLLABORATION
Proactively discuss issues or
proceedings with solutions.
Types of queries/users/services in
demand.
We use Basecamp, Slack or
Trello.

9. Monitor Quality with KPIs
Regularly measure and monitor the quality stats.The right set of KPIs and
performance metrics will be your formula to yield maximum customer
success of remote teams.

10. Customer
Retention Is A
Serious Game
A 5% Increase in Customer
Retention Increases Profits By
70%!
In the SaaS industry, Customer
Retention Rate above 30% is
considered above average.

11. Track The Success Of Your
Remote Service Operations
Using The Right Set Of Key
Performance Indicators(KPIs)
Focus on the 3 aspects of
customer service to gain
maximum customer
satisfaction.
RESPONSE
VALUE AND HAPPINESS
VOLUME

12. Measure by using dashboard analytics.
The lesser the value, the better
Reduce using automation like SMS
Bots. The lessesr the value, the better
02
AVERAGE
RESPONSE
TIME
Reduce value using interactive voice
feature. Less time = more queries.
03
Ensure customer satisfaction. Monitor
reps live on call. Whisper+barge feature.04
CSAT
SCORE
05 NPS SCORE
FIRST
RESPONSE
TIME
01
Track your Detractor:Promotor ratio.
Give more offers = Improve customer
perception.
AVERAGE
RESOLUTION
TIME

13. Finally
During urgent times such as recent pandemics, even customer
concerns take a rise.
Chances are that there may be dips in the productivity.
Using modern digital solutions, to start with, the cloud-based telephony,
teams can transcend all geographical barriers.
Foster collaboration
Customer Service Approaches change. Value must remain intact.

14. "Remember, Valuable service
should be your prime concern.A
customer service that produces
maximum customer satisfaction is a
service that walks and talks.”