To keep a 24/7 team running well some procedures and dynamics are necessary. It is extremely important that all team members understand how essential it is to pass information from one shift to another; for each incident that occurs, a summary must be ready so that the next attendant is not “lost” and does not know the context of the dialogs with the customer.
Due to the fact that without information we would not be able to be an effective 24/7 team, we always carry out dynamics to improve our internal communication. We have a group where any member of the team can send messages at any time of the day and someone will always be willing to help.
Another concern is dealing with the early morning. Because this is a sensitive time, the team members covering the early morning shifthave slightly different training focused on analysis so that they can understand the incidents and make decisions whether or not to contact the customer.
Periodically, the supervisor spends an early morning with them to analyze the team’s performance at all times, to detect difficulties or possible points of improvement, thus making it easier and more dynamic for the employees and consequently making the service more efficient for the customer.
Hold monthly meetings to hear the team talk, expose their difficulties and suggestions, but also expose their mistakes, never forgetting to highlight the team’s successes. This way we can maintain a good relationship between everyone on the team and at a certain point the team becomes self-manageable.
The attendants themselves detect and correct the errors, only reporting to the supervisor. This is of course all on a small scale, but this method proves to be very efficient and can scale as the team grows.
If you have not seen our other post on how to build a 24×7 team we recommend that you read it and then come back here, since this post is a complement, it teaches you how to continue the process and adopt methods to optimize and improve your team’s performance and follow our social networks