It’s the million dollar question—how can I get more from my team? How can we provide even better and faster support without expanding?
There are some relatively simple things you can do to truly get the most out of your customer service team. Here are our tips on how to accomplish it:
Get your team the right tools for the job.
It’s no secret that there’s a lot of productivity software out there that can help make an agent’s life easier—text expansion software, workflow managers, keyboard shortcut managers, etc. The list goes on forever.
The key to encouraging productivity for team members is making sure they have the right hardware and software to get the job done quickly and effectively. Working on a ten year old laptop without any helpful software? Not great for productivity (or morale, for that matter!)
Have a headset that cuts out frequently so customers have to call back? Not a great experience. Sometimes it’s not in the budget to get new hardware, but if it is, make sure your agents have the gear they need; both hardware and software.
Talk to your team about what they do on a daily basis and know their pain points so you can help them. If there’s a part of their job (or your product, if you’re an SaaS company) that is particularly hard for them to do, make sure you get them the training or help they need to make it easier to get through that part of their day.
Being in touch — from a 10,000 foot view — will also help you understand your customers and your products (or service), so that you can use that to help enhance everything for your team and your customers.
Let them know how they’re doing.
Everyone, for the most part, has even a tiny bit of a competitive edge to them. No matter how small, no one likes being in last place. Publicly let the team know — whether it be in a Slack channel, company wide email, or internal message — how they’re doing.
Seeing your name in a long list of agents at the bottom is possibly the best motivation to move faster, do more, and try harder.
It’s also great for the people at the top of the list to know how much their hard work is appreciated.
Don’t focus on the numbers.
Sometimes numbers don’t tell the whole story. Is a CSAT score important? Yes. Should you base your entire staffing around it? Probably not.
Strictly comparing numbers can sometimes be misleading. If Agent A handled 100 cases Monday and Agent B handled 5, it might seem like Agent B was slacking off, right? But the numbers themselves don’t always tell the whole story. Agent B’s cases could have all been escalated, complicated, and very time consuming.
Digging into the what of the cases is — and should be — more important than just the numbers.
Incentivize your team.
When an agent hits a specific goal or criteria you set for them, a gift card or free meal at the end of the month is an enormous motivation to continue doing well.
Yes, agents get paid to do their job and (most) are incredibly appreciative of that. But even something as simple as a $25 Amazon gift card can do wonders for an agent’s motivation. It might not seem like much on the surface, being just $25. But it’s something. It’s a sign of “I see you’re doing more” and “You hit that goal I asked you to hit, so here’s this thing in reward."
No matter the size or budget, each of these can be within reach for any team. Use these tips to get the most from the customer service team you have right now.