How to increase agents productivity in the here-and-now, without increasing their hours
One of the biggest problems when running successful customer support is dealing with customer rep burnout. Handling calls from stressed, angry customers and calming down emotional clients is exhausting. Here are five great tips to boost employee productivity and keep your customer reps on top of their game.
Reduce workload by creating an FAQ section
Regardless of the field, certain questions tend to repeat themselves during customer service calls. Compiling answers to these queries into an FAQ or self-service help section on your organization’s website can help some customers obtain the answers they seek without having to call for help. An FAQ sheet can also serve as a form of go-to script for call reps. This could enable them to locate the correct answer for common queries and complete customer calls faster and more satisfactorily. As such,your customer service reps won’t waste time and energy answering the same question over and over. Instead, they’ll be able to better service other callers with more complicated issues.
Arm reps with all necessary information to do their job well
If you want your customer service representatives to be productive, you’ll have to give them the information they need to do the job well. This means streamlining training processes and speeding up the information flow. Each employee would be provided with all pertinent data about the caller, as well as the products or services your organization offers. Ensure your reps are fully updated on all of your product’s features and flaws.
Utilize smart tools
Many excellent tools can help you to increase agents productivity. Tools and software that boost collaboration help your representatives support each other and obtain answers to questions with greater speed and ease. Automated sorting prioritizes which customers should be answered first. Automated frequent replies create scripts for some of the most frequent call subjects. This can help employees focus, while also removing some of the burden from customer service employees’ shoulders.
Trust your employees
No amount of training can prepare employees for every eventuality. When the unexpected occurs, an atmosphere of trust towards your employees will empower them to rise to the occasion and do their best.
Encourage team spirit
A united team of customer service representatives is far more productive than a staff that is fractured and self-absorbed. In a supportive environment, difficult calls will naturally be delegated to whoever has the most energy at the time or experience in that particular area. A cohesive team will also provide each other with answers to unknown customer inquiries.
There! Now you have five useful ways to boost your customer service staff’s productivity without expecting anyone to work extra hours.