Empowering Your Customer Support Team
A cog in the wheel
A University of Sheffield Study on HR Management in UK Call Centers found that employee turnover, a key indicator of employee satisfaction, was lower when agents were given much higher discretion over how they completed their job tasks. After all, no one wants to feel like a cog in the wheel!
Single-Stop Customer Service
The never-ending Customer Support Interaction
How many times have you been on the end of what seems like a never-ending telephone call with customer service? Familiar isn’t it! You have a complex problem and one CSR shuttles you to another ‘senior’ resource who in turn needs a ‘manager’ with more discretion. By this time, you are just about ready to drop the entire thing!
Effectively Measuring Customer Service
The need for measurement
As more and more customer service moves online, it is important to be able to measure the quality of service well and reward good performers accordingly. With clear performance measures, exceptional staff can be rewarded, average performers trained to improve, and the poorest performers reconsidered.
Motivating Customer Support Teams
It’s not what you’d think!
A study by the Welsh Contact Centre Forum in 2006 among Welsh call-centre employees revealed that only 24% of those surveyed considered themselves truly committed to the organization.
Surprisingly, it wasn’t salary or benefits, but ‘career opportunities’, ‘morale and culture’ and ‘internal communication’ which emerged as the biggest problem areas.
