Building a good customer service team means having people you can count on, even when you’re out of office. Relying on a team that you can trust to run independently, take the reins, and own their work is crucial to building a good customer service system. A good manager invests in their team, encourages them, and trusts them to do top-notch work without supervision. You should be able to rest easy knowing your customer service system and the team can run the show, even while you’re out of office.
Here are ways to make it easier to step out of the office and allow yourself to focus on working on the business instead of in it.
Outsourcing your team can be a surefire way to have a trustworthy, supervised team that can get the work done despite our absence. An outsourced customer service team or business development center can allow your business to thrive because of this team that consists of its own full staff, supervisors, managers, and processes that easily integrate within your business. Outsourced can not only be self-sustaining outside of your business operations but can cover hours outside of your business hours, and handle all training, education, and turnover, so you don’t have to.
Documented Process Guides
Documenting every single process a business does is crucial for maintaining synchronicity and consistency within a business. No matter how small or silly a process may seem, it’s important to be able to keep those same processes across the board, whether onboarding a new employee or continuing education amongst veteran employees. Being able to have detailed, well-written guides for any and every situation can alleviate the worry about leaving a team unattended without management. By having employees write them, you can get accurate processes, combining everyone’s information, knowledge and techniques to formulate a seamless guide to all parts of the job. It can also help determine and fix any efficiencies to develop a perfect process to use for training purposes and a guide for working independently.
A few key factors to track data can help forecast busy or slow times, which can help with staffing issues and planning ahead. Some key metrics to keep track of include call volume, handling time, and daily intake times. There are programs and softwares that can help track these metrics automatically so they can be used to staff and train appropriately. Knowing what times of day, week, month, and year you receive the most calls can help with coverage and preparation. You can schedule lunches around slow times, and even hire extra people around holidays and busy times of the year. Forecasting is crucial to running a successful business, and can help create seamless processes.
Continuing Education & Training
Investing in good continuing education and training programs for new and existing employees can help curate a team that is always up to date, grows in their roles, and be a great team you can instill trust in to manage problems on their own. When turnover happens, having a well-planned training program can create an easy transition into the role, but the training should never end there. Continuing education can happen in many forms, to keep employees invested in their work, and finding more ways to grow, learn and succeed. By investing that time and energy into employees, it not only positively affects the business, but their careers as well. Continuing education can happen monthly, quarterly, biannually, or annually depending on the amount of changes in processes throughout the year.
“If This, Then That” Employee Scripts
Having a script can actually help a lot with handling one-off issues or problem customers. It can be formatted in a flowchart that indicates if this happens, then the agent says this. Agents can have laminated sheets that display common questions and answers, or popular interactions with customers to help them go through the easy calls first. Or, they could keep notes of uncommon questions and answers to help agents get out of a bind with a problematic customer or a complicated issue. By having a guide, they can avoid any slip-ups by having to think on the fly or have to sort through process guides or documents to find the response they are looking for. By keeping the team fully prepared and well equipped to handle any situation, you can trust they should be able to handle the department in your absence and unsupervised.
While these are great ways to build a customer service system that can survive in the absence of supervisors or management, the true trust can lie in hiring the right people and ensuring they have the proper tools to thrive. Customer Traac supports businesses in a way that allows them to instill trust in us and know we will be able to handle anything that comes our way. For more information on how to improve your new or existing customer service system, call us today.