Intro
Effective customer service can provide a huge value to your business. All customers love getting timely replies and appreciate a positive experience. Actually, it can even bring 5.7 times more revenue compared to your competitors. But you can only achieve it with happy and productive agents, so how can you help them work more effectively?
4 Methods to Follow for Efficient Customer Service
Achieving the right customer experience, smooth work processes, and happy customer agents can be challenging. But it’s most definitely worth doing it. Stand out from your competitors and let your agents provide the best experience for your customers. Here’s how you can help them boost productivity and shine.
1. Provide the Right Tools
First thing first, your agents need something to work with. And we don’t mean essentials like reliable laptops and phones. Another important part of their job is the software they are using. A project management tool for example is a great way to monitor your project’s progress so you set yourself up for success. This can make a significant difference in how they work. An outdated tool lacking many essential features will most definitely be a huge pain in their daily activities.
Adequate software should make their lives easier and boost the productivity of every agent. Features like workflow automation and customer management are a good way to start. They will save a lot of time your agents usually spend on boring and repetitive tasks. This will make them much happier and more productive overall.
2. Reduce Interaction Handle Time
Keep your team lean and powerful. Data and metrics are an inevitable part of customer support reality. These metrics can help you improve the customer experience and focus on the weak points. But don’t forget about the big picture. Putting too much focus on the response time can negatively impact the quality of replies.
AHT (average handle time) is measured where the contact is immediate, like phone calls or chats, not e-mails. It tells you how much time your agents spend on the conversation altogether. This includes the hold time as well. Many customer support tools have a built-in time tracking features that will help you track the AHT.
How to Calculate AHT?
Average handle time is one of the favorite metrics everyone should take a look at. It will help you figure out ways you can improve all processes. This has a powerful effect on the customer experience as well. To boost productivity and calculate the AHT you need to sum the total talk time, total hold time, and the follow-up time. Now divide it by the number of calls or chats. The result is your average handle time.
Benefits of a Low AHT
Don’t make your decisions based on the average handle time only. Like every other metric, you should look at it alongside other metrics. Several benefits of a low AHT include happier customers and agents, improvements in communication and productivity, and lower support costs. Remember, all customers love high-quality and fast responses.
How Can AHT Influence Your CSAT
The customer satisfaction score (CSAT) is one of the most important metrics that can be influenced by AHT. Your agents should not try to get rid of a customer as soon as possible. It will harm the support quality and lower CSAT scores. Different customers have different sensitivities to response speed, so do your best, but always prioritize the quality.
3. Provide Effective Agent Feedback
Simply said, feedback is everything when you want improvement. Words of encouragement and constructive criticism can change your agents’ performance. Boost productivity and deliver effective feedback following these best practices and cold calling tips.
Timing is Everything
Don’t waste time waiting for too long. Sharing feedback soon after the task is completed is more effective. The receiver will be able to apply your feedback immediately and start improving. Consider the setting when delivering feedback, too. Especially when referring to errors.
Quality Feedback is a Two-way Street
Realize quality feedback is important for everyone. Especially from your employees. They are on the first-line talking to customers and are the best source of insight. Be open, listen and let them tell you what makes them happy in their job, what would they improve, and how they feel about their daily tasks. Feeling heard and appreciated will boost productivity as well.
Be Consistent with Feedback and Enforcing Policy
Consistency is important to maintain the quality and productivity of customer support. Continuous and encouraging feedback motivates your agents and offers them help when they struggle. Make routine evaluations part of your processes and see the magic happen. Take a look back every time you provide feedback and focus on the improvements since your last evaluation.
Let Agents Self-evaluate
The best approach to help your agents improve is to let them evaluate their performance. They tend to be more critical and point out mistakes that would be otherwise overlooked. Don’t let them feel miserable and find their strengths and where they can improve. There’s no point in agents slapping themselves.
4. Engage With Your Agents Regularly
Engage with your agents daily, or at least once a week. This will improve your leadership and create positive relationships with your employees. You don’t have to look over their shoulders or bother them with invasive questions. Be a human being that is honestly interested in them and let them know you care about them.
Open With Gratitude and Reassurance
It’s important to start any session with your employees with a positive approach. This will set the right mood and let them open to you. Show them respect and appreciate their work before attending to the more serious topics. At the same time try to keep sessions as compact, informative, and concise as possible.
Bring Your Agents Up to Speed With a Brief Recap
Before you begin, briefly recap your previous meeting and any events that occurred. It is a simple assurance that everyone is on the same board. Kick off the meeting swiftly and avoid anything that doesn’t benefit the current agenda.
Allow Agents to Share Any Updates
This might be stressful for some agents, so prioritize the right setting and don’t push anything. Give them the opportunity to share their updates, thoughts, and concerns. Stay open-minded and if a discussion starts, be attentive and listen. You may learn a lot. It will also make your agents more confident.
Conclusion
Agent productivity is one of the main pillars of your customer service. It affects everything else in your business and you should pay close attention to it. Remember all the practices and don’t push it. It will improve and let your company grow, making your customers happy to come back and recommend you to their friends.
