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Improve Your Offshore Customer Service Team by Treating Them Like Customers

Most companies treat their customers as a vital part of their success. While this is true, it’s also important to acknowledge that your customers wouldn’t be there if it weren’t for your customer service team. Without them, no one could handle customer concerns, inquiries, and requests. Your customer service team is basically the voice of your company. 

With that being said, it’s important to understand that how you treat your customers should be the same as how you take care of your offshore team. Below are three practices you might want to consider. 

Listen to your team’s feedback. Conduct regular virtual group meetings with your team.  Start a conversation where your team can voice out any concerns and opinions. Your business can’t grow if your team feels a disconnect between your company and them. You can also ask them about what they enjoy most about their job and how they think they can improve. Furthermore, asking for insights on how you’re doing as an employer can also help you improve your leadership skills. Your agents are there to help you improve your brand, so make sure you listen to their feedback. 

Provide your team with the right tools.  Nowadays, there are various channels that your customers can use to communicate with your company. To be able to do their job efficiently, you should provide your team with the right tools. A good customer service dashboard will make it easier for your team to track their own progress. This will challenge them to constantly improve how they do their job.

Monitor your employee net promoter score (eNPS). Increase your team’s morale by monitoring your eNPS rating. Is your team motivated? How likely are they to recommend your company as a place to work? It’s important for you to know how your agents feel towards their work and the company. See to it that you keep them engaged and let them know that their efforts are appreciated by giving them recognition. 

The best BPO companies in the Philippines always see to it that they extend the recognition of excellence from their clients to their employees and ensure that they have the right tools and resources to continue doing a good job. Employee nurturing is part of the BPO culture, providing the best benefits, exciting perks, and a positive working environment.  Just remember that all you need to do is treat your team like your customers, and they’ll be a continuing part of your business success!.

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