The only sure way to scale the business up in a sustainable manner is to please as many clients as possible, but many businessmen and corporate professionals fail to improve their customer service operations.
It is because business customer support opeartions service is not an easy thing to solve, and many businessmen seem to be hoping that a solution can present itself if they throw enough money at the problem.
In fact, to scale your customer service operations in business, you need more than money – you need committed staff to help you achieve your goals, and a game plan to guide you from the start.
Here’s how the customer service activities should be sized, and how you can do so without breaking the bank.
1. Choose wisely the areas to spend in
It goes without saying that you’re going to have to spend some money to ramp up your customer support operations; someone who says you can handle more customers than ever before while investing little to no money is definitely lying to you when they seek to peddle a product.
It’s true that you can lower the total expenditure for customer service while still delivering better outcomes than ever before, but only if you invest correctly in critical areas and reducing what you invest in less significant areas.
For starters, recruiting new, competent workers is something you should be concentrating on if you want to get more bang for your buck.
Also be mindful that some software is far superior to others; for instance, if you invest poorly, you might actually be shackling your company with burdensome equipment while you would be overloading it for the future otherwise.
Company owners who aren’t especially tech-savvy shouldn’t be afraid to admit that they’re in over their heads because it’s about purchasing cool new apps, hardware or other digital properties.
These days, everybody is thinking about digitization; it feels like it’s difficult to make a profit in any field unless you invest large amounts of money on new software and hardware.
While technology is essential to the success of your company, it is also undeniably true that smart, tech-savvy employees are required to actually exploit the fancy new tools that you have purchased for them.
Knowing when it’s time to recruit more help is a sign that you’re a good boss, so think twice if you looked at your current customer service operations and thought, “We’ve got enough staff to accomplish our objectives.”
2. Stay alert for bad seeds
There are few issues that are more detrimental to the effective growth of the customer service activities than an inability to weed out bad seeds as new workers are recruited.
Just a few shoddy workers are all it takes to destroy the entire network, because the first and main cause of the collapse of an IT infrastructure is always the incompetent humans.
Know where and where to draw the line where recruiting, and don’t be afraid to search far and wide for stellar employees who are going to cost some extra.
Their invaluable skills and experience will make up the difference.
Don’t hesitate to invest more money if it means getting in an outstanding employee who has valuable expertise in the management of angry customers.
This is especially true if the typical customer service problem you are dealing with is a high-stakes situation; on typical, some businesses receive massive quantities of mid-size calls, while others receive just a few calls that are still imperative for the overall company profitability.
The more critical those who call you for support, the more vital it is that you have a professional human being who is able to pick up the phone when they ring for support.
Hiring someone who can play well with others is key to your success, too.
Meanspirited workers will not only frustrate consumers and harm your brand, they will also diminish the morale in your workplace and miserably make more staff, further hurting your bottom line.
Know the attributes of a good team player before getting someone new on board, and for the right reasons you are much more likely to make the right choice.
3. Keeping things automated can still help things
While your priority should be on human capital, it’s important to realize that automation can still help.
Workplace digitization has allowed fewer workers to cover a wider customer base but try to resist the urge that emerges when companies tell you that you can halve your workforce while still fulfilling your customer’s needs.
Regardless of how successful any digital technology is, robotics still can not replace human imagination, and when it comes to their issues, consumers everywhere want to deal with a combination of both humans and robots.
McKinsey has shown that digital customer care, or eCare, strategies can dramatically reduce the cost of doing business, but don’t focus too much on this area unless you’re confident it won’t dehumanize your business by investing extra money in digitizing the workplace.
This is because, when something goes wrong, no software program can replicate the experience of talking to another person and all it takes is one disgruntled customer to backfire your costly IT investment.
The best bet is to merge eCare approaches with conventional company appetites.
4. Be careful not to over-extend yourself
Pumping the digitization breaks outside of crucial areas also helps you avoid scaling errors too quickly.
Many companies need to grow but you’ll never be able to consolidate the assets in your hands if you try to conquer too much land at once.
Focus on slow but steady progress, such as maintaining a blog, which addresses crucial areas and the customer support operations for your business will do better in no time.
You may think it’s an utter good to have more workers manning the phones, but the truth of the matter is that too many cooks in the kitchen will ruin the whole meal.
Businesses looking to raise profit margins may think it’s necessary to expand quickly to sustain their growing cash flow, but if you get too large for your Boots, you’ll eventually crash inward and lose the progress you’ve made so far.
One way you can stop overextending yourself is not to concentrate on hiring new workers but on retraining the existing staff to improve their ability to solve customer problems.
Few, stronger workers with greater exposure to more modern technologies can do far more than plentiful, shoddy workers with little to no knowledge available to them.
Providing your staff with more knowledge is the real path to success.
Through equipping your customer support operations representatives with a large array of digital resources to allow them to collect more information in less time, you can help consumers achieve their desired outcomes while keeping their current employees satisfied and prepared for the future.
Therefore, you can view automation, hire new workers, train existing employees and integrate new technologies under the same lens of improving the overall information ecosystem in which your business operates.
It will take time to scale up the customer support operations service activities, but done properly it will pay for itself sooner rather than later.
Keep in mind these tips and soon the newly digitized customer support systems will produce better results than ever before.