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!
The real problem with CSR teams
Mostly, companies are unable to offer such discretion – call center teams are too large and often poorly skilled. Few employees will have the kind of skills needed to handle queries effectively, unless they are bound by a tight script. This means that even employees with superior skills are forced to follow strict procedures.
What’s more, customers have to go through multiple layers because junior level staff do not have the discretion to deal with their problems.
Empowering the customer support team
When routine queries are handled automatically using smart query technology, the business can afford to hire a smaller number of well-paid CSRs. This also means that CSRs can be better trained to handle unusual requests and questions and to handle them based on their discretion rather than sticking to a very tight script.
Clubbed with a good incentive scheme, it can make a significant different to staff morale and subsequently your customers satisfaction.
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