P E R F E C T Q U E
Remote Team On-boarding

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 setup
  • 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 channels
  • 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

Team Introduction

  • Introduce team members in your daily or weekly team meetings
  • Provide 1-2 minutes to the new team members to introduce themselves to the team

Training Plan

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
  • Outcomes/Self Assessment/LMS

Create a Training Plan with Clear Goals

Product Knowledge Training
  • Key Concepts
  • Common Questions Asked/ Proactive Problem Solving
  • Learning Management System
Support System Training
  • Introduction to various systems, processes, procedures
  • Walk Through of sample support issues/tickets
  • Support Tickets Process flow
Email Support Training
  • Prepare Email Support templates
  • Standardized Language and Responses
  • Assignment of Email Issues and Setting Priority
Phone Support Training:
  • Organizational Protocols/Greetings/Standardized Responses
  • Process for Responding to Phone inquires and creating new Tickets
  • Follow-up phone calls
Chat Support Training:
  • Organizational Protocols/Greetings/Standardized Responses
  • 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.

http://perfectque.com/blog/selecting-the-right-outsourcing-partner/

Planning for Knowledge Transfer in an Outsourcing Project

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.”

Some Additional Tips:

  1. Communicate Clearly, Communicate often
  2. Show Empathy
  3. Provide Support and Reassurance
  4. Be there for Your Team Members

References

https://www.pmi.org/learning/library/implementing-buddy-system-workplace-9376

https://hbr.org/2018/02/how-to-collaborate-effectively-if-your-team-is-remote

https://hbr.org/2020/03/a-guide-to-managing-your-newly-remote-workers

https://blog.dce.harvard.edu/professional-development/challenges-managing-virtual-teams-and-how-overcome-them

https://hbr.org/2020/04/how-managers-can-support-remote-employees

https://blog.hubspot.com/service/customer-service-support-training

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