How to Write SOPs for a Remote Customer Service Team

A remote team can’t rely on the informal communication that happens naturally in a shared office, which makes written SOPs far more important.

Write Down What Used to Just Be Said Out Loud

Things that used to be enough to say out loud in the office need to be written explicitly for a remote team, including how to handle common cases.

Agree on Working Hours and Internal Response Times

Remote teams often span time zones, so it’s important to agree on core working hours and response-time expectations between team members.

Keep the SOP Somewhere Easy to Find

An SOP buried in a folder nobody opens is as good as not having one at all. Make sure it’s easy to find when an agent actually needs it.

Clear SOPs keep a remote team consistent even when nobody’s sitting in the same room.