By admin
What can you do to increase the productivity of my employees in the call center or customer support? This is one of the most common questions our customers ask.
This is not a witchcraft, as long as you observe some basic rules. And, most importantly, you will increase the satisfaction of your employees as well as those of your customers. Read our 10 best tips from practice.
1. Hand-picked team and ongoing training.
Select the right people to interact with your customers and strengthen their capabilities – i.e. The selling
technique in the telesales team and service expertise in customer support. Accompanying coaching and regular training ensure consistently high quality and performance.
Note that gamification is a real miracle in terms of motivation!
2. Transparent leadership.
Set clear goals and select meaningful metrics to measure the performance of your employees. Track trends and orient yourself to them. Success deserves open recognition!
3. Responsibility for your employees.
Let your employees as much leeway as possible. Integrate them into the planning of the support process and leave the process responsibility to them. Pay particular attention to the problem solution.
4. Optimal business processes.
Improve your business processes with regard to their routines, complexity and adaptability. Implement algorithms to solve support cases. Ensure a quick retrieval of existing knowledge and use Collaboration to solve customer processes.
5. The right tool.
Too many IT tools in customer service? Stop it! Service Cloud brings order to the desktop and enables the customer to interact with the customer via exactly the communication channel he prefers – no matter from which device. To reduce complexity and save time in customer service – and relieve the service staff.
6. 360 degree view of the customer.
By ensuring that the service staff all customer information – even from the back – can view, you kill two birds with one stone: the 360-degree view of personalized customer service, help, Asking questions at the first call to conclude, opens up possibilities for up-and- cross-selling and increases the customer satisfaction.
7. Service automation.
Fewer operator errors, faster solution processes, improve productivity – you do this by automating your customer, for example by means of CTI, Email2Case, Web2Case, workflows, escalations, etc.
8. Systematic help.
Using scripts and discussion guidelines to ensure greater productivity in your customer service. By giving service employees a structured way of solving customer transactions, they accelerate their entry into the specific case and reduce service costs.
9. Knowledge Management.
Integrate your knowledge base with the service cloud, for knowledge is the driving force behind rising productivity. In this way you accelerate the customer interaction clearly – the service employee is immediately informed about the customer history and can help the customer quickly and precisely. Significantly less call forwarding and more customer satisfaction are pre-programmed.
10. Evaluations.
Rreal-time analyzes create transparency and are a cornerstone for strategic decisions. In this way, analyzes enable not only to measure the productivity of the individual employee, but also to take the right action at the right moment.
What are your experiences? We are looking forward to your reports and suggestions! Interact with us at our Facebook Page.
