Outsourcing to a bilingual call center allows international brands to widen their reach. It’s a sustainable, cost-effective way of delivering great customer service to diverse markets without sacrificing quality. As a result, many entrepreneurs turn to third-party providers in order to optimize their performance and enhance their core competency.
From a management perspective, however, such arrangements can be challenging. Indeed, a global economy lets entrepreneurs connect with skilled professionals from all over the world with the aid of technology. This, however, may drive a wedge between managers and their remote employees. As a result, employee engagement and productivity may decrease.
If you’re planning to outsource some of your tasks to a contact center, you must first think about the best ways to manage your team from a distance. Here are five remote management tips that may help you.
1. Build a goal-focused team.
To ensure that your outsourcing ventures work, everyone involved must be on the same page. Your brand, bilingual call center manager, and your outsourced employees must understand your objectives and how to reach them. With everyone aiming for the same goals, you can build a results-driven and progress-oriented team.
2. Scheduler regular meetings.
Communication has always been a key aspect of management. Regular online meetings keep everyone updated about a project’s progress. Agents can share the challenges they encounter at work or the processes they deem counterproductive, allowing managers to improve their operations. At the same time, building friendship and trust with employees is also important. When walls and gaps are eliminated, agents and managers build rapport with one another. This is the key to building a relaxed work environment that promotes teamwork.
3. Use online collaboration tools.
Customer service providers must always work with big data—huge chunks of data that include crucial customer information (customer details, purchase history, and demographic profiles) and call center performance details (customer experience scores, common product issues, etc).
They handle plenty of documents and have access to constantly updated databases so they can stay on top of their outsourced projects. For this purpose, online collaboration tools can be a big help. Examples are tools for document sharing and editing, online whiteboards for brainstorming, and project management applications.
4. Know how to contact agents directly.
All entrepreneurs know that they must communicate with fellow managers who directly oversee their outsourced customer service. However, many of them forget that interacting with agents is also necessary.
Make it a point to talk to your bilingual call center agents to boost employee engagement and make them feel valued. Make sure that you have their contact details such as email address or Skype username. As the face of your brand, your outsourced employees deserve to be recognized as an important part of your organization.
5. Add warmth to every interaction.
Online communication, especially via email or instant messaging, doesn’t allow you to use facial expressions or gestures. To make up for this limitation, you may use emoticons and personal greetings to convey warmth and friendliness.
On the other hand, video conferencing may be a better communication channel. It allows you to see the person you’re talking to, which enhances understanding.