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How can you evaluate customer service performance remotely?

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Evaluating customer service performance is a crucial task for any business that wants to maintain high standards, improve customer satisfaction, and identify areas of improvement. However, if your customer service team works remotely, you might face some challenges in measuring and monitoring their performance. How can you overcome these obstacles and ensure that your remote customer service agents are delivering the best service possible? Here are some tips to help you evaluate customer service performance remotely.

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1 Set clear and measurable goals

The first step to evaluate customer service performance remotely is to set clear and measurable goals for your team. These goals should align with your business objectives, customer expectations, and industry benchmarks. For example, you might set goals for customer satisfaction, response time, resolution rate, or feedback score. You should also communicate these goals to your team and explain how they will be measured and evaluated.

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Kelly Moreland

Dental Assistant // Administrative Assistant // Waitress/Bartender // Customer Service Representative
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Having clear set goals and boundaries laid out for you and your employees is a critical step for your success. Making sure everyone remains on the same page ensures that no one is left to their own devices to have to guess as to what the right way to do something is.

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2 Use the right tools and metrics

The second step to evaluate customer service performance remotely is to use the right tools and metrics to collect and analyze data. Depending on the channels and platforms you use to provide customer service, you might need different tools and metrics. For example, you might use a CRM system to track customer interactions, a helpdesk software to measure ticket volume and resolution, or a survey tool to gather customer feedback. You should also choose metrics that reflect the quality and efficiency of your service, such as customer satisfaction score, first contact resolution, average handle time, or net promoter score.

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Oliver Franko

Support Operations Analyst II @ Intuit / Trust & Safety Leader, Data Analyst, IT Specialist
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As a people leader, evaluating your team's performance should be built on consistent, impartial and clearly quantified metrics to ensure an equitable experience for all team members. These metrics should be communicated clearly to your team, with an effective change management system in place in order to efficiently, accurately and consistently communicate any changes along with transparent rationale. These metrics should ladder directly to your team's KPIs, which in turn should ladder up to department OKRs. Carrying this out with consistent transparency and meaningful incorporation of your team's feedback maximizes their ownership and satisfaction, as well as minimizing anxiety about performance reviews through transparent expectations.

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3 Provide regular feedback and coaching

The third step to evaluate customer service performance remotely is to provide regular feedback and coaching to your team. Feedback and coaching are essential for motivating, recognizing, and developing your remote customer service agents. You should provide feedback and coaching based on the data and metrics you collect, as well as the goals you set. You should also use different methods and formats to deliver feedback and coaching, such as email, phone, video, chat, or online platforms. You should also encourage peer feedback and self-evaluation among your team.

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Doug Bushnell

Former Clinical Research Research Associate
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As projects move forward people get caught up in the day to day functionality. Over communication is almost necessary to keep everyone on track. Ultimate goals and sales goals can get lost putting out the latest fire. Also, never forget how far the smallest attaboy or good job can go after a dreadful phone call with a persnickety client.

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4 Conduct performance reviews and appraisals

The fourth step to evaluate customer service performance remotely is to conduct performance reviews and appraisals periodically. Performance reviews and appraisals are formal and comprehensive assessments of your team's performance, based on the goals, metrics, feedback, and coaching you have established. You should conduct performance reviews and appraisals at least once a year, or more frequently if needed. You should also involve your team in the process and solicit their input and feedback. You should also use performance reviews and appraisals to reward, promote, or train your team.

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Doug Bushnell

Former Clinical Research Research Associate
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Weekly review for some projects may be necessary. Not in a micro-managing way, but more in a team building/support/solution/accountability way.

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5 Implement improvement plans and actions

The fifth step to evaluate customer service performance remotely is to implement improvement plans and actions based on the results of your evaluation. Improvement plans and actions are specific and actionable steps that you and your team can take to enhance your customer service performance. For example, you might implement improvement plans and actions to address gaps, issues, or challenges in your service delivery, such as training, mentoring, or process changes. You should also monitor and measure the impact of your improvement plans and actions on your customer service performance.

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6 Foster a culture of excellence and collaboration

The sixth and final step to evaluate customer service performance remotely is to foster a culture of excellence and collaboration among your team. A culture of excellence and collaboration is a set of values, behaviors, and norms that promote high standards, continuous improvement, and teamwork in your customer service team. You can foster a culture of excellence and collaboration by setting clear expectations, providing regular recognition, creating opportunities for learning and growth, and building trust and rapport with your team.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you evaluate customer service performance remotely?

1

2

3

4

5

6

7

1 Set clear and measurable goals

2 Use the right tools and metrics

3 Provide regular feedback and coaching

4 Conduct performance reviews and appraisals

5 Implement improvement plans and actions

6 Foster a culture of excellence and collaboration

7 Here’s what else to consider

Customer Service

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How can you evaluate customer service performance remotely?

1

2

3

4

5

6

7

1 Set clear and measurable goals

2 Use the right tools and metrics

3 Provide regular feedback and coaching

4 Conduct performance reviews and appraisals

5 Implement improvement plans and actions

6 Foster a culture of excellence and collaboration

7 Here’s what else to consider

Customer Service

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