The success of any business can be measured in the terms of its workers’ productivity. Higher the productivity, more successful is the business. When it comes to the customer support team, their productivity directly relates to the customer satisfaction levels which further points towards the success of a business. So, it’s imperative that special attention is paid to the productivity of the customer support team. Here are the best strategies to improve the support team’s productivity.
Provide appropriate training:
In order to increase the call center productivity, it is very important to provide appropriate coaching and training. You can make use of a workforce optimization system that includes a knowledge library and is capable of uploading coaching forms and tracking feedback. Also, make sure that the training sessions are held regularly.
Empower your agents:
it is very important that the agents feel competent and confident to use their own judgment and skills to find a solution to these problems and present it to the client. Empowered agents also are the ones who are fit to become your brand ambassadors and get involved with creating and spreading a good image of your company.
Arrange weekly meetings:
It is advisable to arrange weekly meetings so as to discuss the overall experience of your support agents with your clients. This meeting should basically focus on the obstacles faced during the live chat sessions with the website visitors. It will help you know various customer queries and figure out the best possible solutions for the same.
Provide a healthy working environment:
As a matter of fact, your customers will be happy if you keep your employees happy. For this, you need to provide a fun working environment. Therefore, it is advisable to hire a manager who is capable of lifting the team spirit. Further, you can work to remove the pressure of deadlines and result so as to make your agents feel that work is a pleasure.
Reward the best-performing customer support agents:
Rewarding your customer support agents when they meet your expectations or overperform is yet another way of increasing their productivity. There are a number of ways to reward them like allowing them to work from home, providing incentives etc. Make it a point to offer rewards that employees actually long for.
Encourage the top performers to train others:
You can direct your top performing agents to share the most useful tips with the other agents. This would help the agents improve their performance. Not only will these valuable practical tips help improve their productivity but will also help the newcomers to understand how to provide an exceptional support service.