All companies strive to improve employee productivity. It has always been a primary goal for any business that wants to grow, as productivity is closely related to corporate earnings. 9 of 10 US consumers say they would pay more to ensure a superior customer experience which fully lies on the productivity of customer support. If you’re an owner of outsourcing customer support, perhaps you’ve questioned how to increase the productivity of your staff and reduce the level of stress. It’s not a secret that stressed out support team comes to naught except decreased customer satisfaction and, as a result, damaged brand image.
According to the research conducted by Bureau of National Affairs, US companies lose $11 billion annually because of employee turnover.
So what steps should you take to improve an efficiency of your customer support and put your staff in a more productive mindset?
Here at WOW24-7, we aim to keep the quality of provided support services on the highest level. Therefore, we pay special attention to the productivity of the team and involvement of every member in the process. We would like to share a few practical suggestions that helped us achieve very positive results.
Perhaps, you’ll be surprised, but this tiny thing can make real miracles and become a simple but powerful motivator. Social ladders build walls between coworkers. Employees and their positions are considered as less or more important. But when people feel unrespected, they’ll hardly go an extra mile to help a company succeed. In fact, it’s much easier not to create any walls between employers, rather than invest in breaking those walls. Learn to treat all members of your team with respect. In this atmosphere, your staff will always be productive, and your customers satisfied.
Providing helpful feedback in a manner that encourages employees is a fundamental skill for every successful manager and a cornerstone of effective management. Your comments shouldn’t always be positive, but your communication with employees must be done intelligently, whether you want to encourage them for a well-done job or ask for corrections.
Be sure managers and agents at all levels of an organization get adequate training. Invest in leadership training as well as focus on training for middle managers and agents. It’s crucial for a business to have employees who feel confident and competent to use their skills and find effective solutions to the problems independently.
Even the well-trained employers can’t show the best results without adequate customer service tools. When it comes to customer care, the speed of response is crucial. Without appropriate tools and features, agents will spend more time on side issues. This will only increase customer’s dissatisfaction with the service.
Bureaucracy brings many troubles into businesses. By simplifying processes and removing unnecessary procedures, you make company-client cooperation quicker and more effective. When support representatives are trained to look simpler at each request, all processes will be more rewarding for both parties.
Happy agents truly mean satisfied customers. Find a manager who has the positive attitude and can lift the team spirit. Remove the pressure of tight deadlines and let your employees feel that work is a pleasure. Indeed, it’s a real pleasure to help people solve their problems and serve them in the best possible way.
The more fun your staff has, the better results will come. The more relaxed your employees are, the better performance they’ll show without creating stress. Besides, the positive atmosphere and good impression from dealing with your support will keep customers satisfied.
Managing team in a way that inspires employees to work more productively isn’t an easy task to cope with. On the flip side, it’s a real happiness to see both your staff and clients satisfied.