Every
organization has the 2 important goals towards Customer Support Team
1) Increasing Operational efficiency: Organizations always want to ensure that they
add and refine processes, add value to people, and leverage technology so that
their productivity is always at the top-notch.
2) Increasing Revenue: How we should leverage our Customer
Support team so that they can bring in more and retain existing clients so
that the lifetime value of the customer can be maintained, and revenue is always flourishing.
To
achieve this 2 Goals as a Head of Customer Support Department you must ask the below
questions.
1) Do Service/Support Staff skilled up
trained properly: Support Leaders must try to assess if
all the people working in the department are trained on a regular basis. For example, if you have Level 1 Agents are they trained on a regular basis about
how to handle difficult interactions? Are they given proper training about how
to handle a new query that recently came in? Do you have Team Leaders or
supervisors to support Agents? If yes? Are
they skilled up and trained so that they can manage their Team members in much
more effective manner which drives Customer experience?
2) Does Organization maintain the Staffing
level needed to meet the SLA: Every organization has a response time commitment towards their
customers. So, ensuring that right number of seats are on the table is very
essential.
3) Do your organization has a feedback
capturing process: If
you have feedback capturing process it can be shared to the appropriate department
who might then take decisions to implement those feedback for client base, so
that they are happy and retained.
4) How quick is your feedback
implementation towards customers: How fast is your organization implementing the requested features,
so that client is happy? Do you have a time commitment? Having that is very
crucial to retain clients.
5) Do you track all the important KPIs
to measure your Support Department: You must ensure that Service Level KPI’s, Customer
Satisfaction KPI measure is always measured so that you get to know if we are
meeting client expectations?
6) Are you Support Agents happy with the
tools they use: You
must make sure that you bring the best support technology so that your Agent experience
is always high because it drives Customer Experience.
After getting answers to all these 6 questions you can build a
high-level Customer Support Team using 4 pillars.
1) Agent Life cycle: It should cover everything right from the job description to hiring a new agent and training them in entire life cycle
journey until they work within department, it should also document how the
support agent can be promoted from a particular designation to next
designation. (Example from a Jr. Support Agent Tier to Sr. Support Agent Tier
and from there to a Team Leader position, In this way every support employee is
aware about his/her career growth within department and across department. As
Support Leader it is your responsibility to work towards this in detail because
if it is maintained at top level, it will drive Agent retention and higher Agent
tenue will lead to exceptional Customer Experience.
2) Internal & External Communication:
Lack of communication will lead to gaps and this gap will
leads to breakdown and breakdown will lead to bad Customer Experience. So as a Support
Leader one should always create a process with all the department & other
vendors, so that there is never a communication gap. (Let’s say you have a
process to be followed between Marketing and Support, if it is not documented
correctly people will never understand the structure and there will be a
communication breakdown. After creating process, it is always necessary to get
it reviewed between each party so that there is a consensus agreement between
them.
3) Agent Experience: As a Support Leader you must try to
ensure that you create a clear process for all kind of case handling, ensuring
that a good support technology is available so that Agents can easily
understand how to handle interactions in a smooth manner. If Agents are happy
with Support tool, they will be less frustrated and will handle customers in
much more effective manner. Always remember Agent Experience will drive the
Customer Experience.
4) Customer Experience: As a Support Leader you must try to
ensure that you understand the Customer journey and tailor it in such a way
that when it comes to Customer Support they are handled effortlessly. Try to
figure out if the customer needs more support channels to contact, try to figure out
how to reduce their efforts contacting the support team so that their experience
is good.
If you need assistance to build a Customer Support Experience team kindly email us at tcsstraining@gmail.com our expert consultant will guide you.
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