Previously, companies talked about on-boarding remote team
members when they were working with outsourcing companies in Philippines or any
other part of the world. Today, with the New Normal we are talking about
on-boarding remote team members within our cities because of COVID-19.
Irrespective of your company size whether you are a SaaS
company with 10 employees or 100 employees you need to put process and procedures
in place which are simple, clear, concise and repeatable.
Below is a Sample remote team on-boarding plan which you can customize to your needs and requirements.
Sample Remote Team On-boarding Plan
IT Check List
Employees have the required internet connection?
Is there a VPN connection for the secure access?
Do they have computers/laptops to support
applications they need to access?
Are all applications they need to access have
been setup on their computers or in cased of cloud applications access has been
Access to various applications – Slack,
Freshdesk, Phone systems, Video Conferencing
Create Documentation and Login Process which
they can follow if they need help later.
Create Troubleshooting or FAQ guides for
employees so they don’t have to contact the IT helpdesk if the issue can be
resolved through self help guides.
Remote Member Orientation
With the New Normal what does the employee orientation looks
like. HR cannot take the new employee around the office and introduce them to
different team members. However, emails or slack channels are the second-best
way of introducing employees to the team.
Introduce new team members via emails/slack
Walk through HR and Work from Home policies and
procedure through Video Conferencing
Introduce new team members to the team during
monthly or quarterly company meetings
Introduce team members in your daily or weekly
Provide 1-2 minutes to the new team members to
introduce themselves to the team
The time spent on preparing remote on-boarding training materials
is in an investment into the future. As you grow and add new team members
locally or plan to outsource some parts of your support these training
materials will be an excellent start.
Training Time Line
Specific Sessions/Details on Sessions
Create a Training Plan with Clear Goals
Product Knowledge Training
Common Questions Asked/ Proactive Problem Solving
Learning Management System
Support System Training
Introduction to various systems, processes, procedures
Process for Responding to Chat inquires and creating new Tickets
Creating Standardized Responses
Support Escalation Process:
How to Assign Priority to Support Tickets
Steps/Processes to Escalate Bugs/Issues
Sample Data Access:
Access to sample data sets to reproduce tickets
Access to various versions of the application to support multiple clients and client specific configurations.
Knowledge Base Access
Where to find information
Whom to ask for information
Learning Management System access
Team Communication Protocols
Information on Distribution lists/emails
What communication channels to use and for what purpose
Who to contact if not clear about a certain topic
Assign Training Buddy
New Trainees can be assigned to a buddy who can guide the
new employee in the various aspects of the job. This also grooms your existing
employees to become future leaders.
Performance and Feedback
Customer Support team is an essential part of Customer Journey
and its critical to ensure that the team understands how their performance is
being evaluated. Clear performance measurements metrics such as # of tickets
closed, # of calls handled, creation of knowledge base documents etc. along
with 360 reviews and customer feedback are a good starting point.
One Person vs Team Training
If you are a small SaaS company with limited resources you
can record your training sessions. These recording will be useful when you are
adding new team members in future as they will have the opportunity to go
through this self training module.
As you grow you can refine these artifacts and keep on
improving the support team on-boarding process.
Remote Training and Outsourcing
With COVID-19 you have already taken the step of remote work. There are thousands of Outsourcing companies in Philippines and other parts of the world. The key is finding the right partner and building your remote team successfully.
As your team grows you can leverage the remote team training
plan to work with Outsourcing companies and build a distributed remote team.
Saima Inayat linkedin.com/in/saima-inayat-255946159
who is Director Operations at PerfectQue and is managing a team of 100+ in
Europe is responsible for on-boarding teams remotely from Toronto. Here are
some valuable tips from her.
“Usually there are 8-10 or variables that we need to manage
which we can control and have simple solutions. However, our minds complicate
things and makes them more complex.”