Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used.
Customer service representatives also have a unique ability to affect a customer’s opinion of a company. Those agents are the literal voice of the company, so they need to reflect the attributes that brand wants to personify. If a company wants to be perceived as intelligent, they should have customer service representatives who are intelligent; if they advertise their product as an easy solution to a common problem, their call center agents should be able to handle customer problems with speed and clarity.
How the customer views the individual customer service representative is the way they’ll view the company as a whole. The best companies realize that they can reverse engineer this process and take care of their customers by taking care of their customer service representatives. Here are some things to consider when planning your approach:
Measure customer service representative morale
Customer satisfaction (CSAT) is one of the most high-profile statistics a company can use to track their customers’ experiences, but I haven’t ever run into a company that tracks their customer service representative satisfaction. There’s a correlation here that’s easy to see: happy agents are better at making customers happy.
The first step to improving agent morale is simple: listen. At Talkdesk, our support team has regular check-ins where they can discuss their progression and propose new ideas. These meetings are a great way to keep a finger on the pulse of the team and make sure these agents are enjoying their work. Your company might have a different way to track the morale of your team, but regardless of the methodology you use, be sure to track customer service representative morale consistently
Give them the best tools
Customer service representatives often have a pretty well-defined process regarding how they help customers. They’ll field a call, open a ticket, listen to a customer’s issue, propose a solution, write after-call notes, etc. The problem is that these steps may have been put in place a long time ago, when technology couldn’t speed up the process.
Today, modern call center software will automate a remarkable amount of the customer service representative’s workflow, freeing them up to spend more time doing what they do best — solving customer problems. It’s amazing how much time they can save when these support processes are streamlined. Replacing just one manual task with an automation means agents can field more calls every day and resolve more customer issues. Saving just a few minutes on each call can add up to hours of extra time to the weekly total that agents can spend with customers.
Listen to their ideas
If a customer support representative has an idea about a new feature that could solve a lot of their customers’ problems, do they have a platform to communicate that to the product team? If they are hearing that the product consistently satisfies customers, do they have access to the marketing or advertising functions to build that feedback into a bigger campaign? Did a customer recently compare the product to a competitor? There should be a way to funnel this information to the sales team.
These agents are the best resource for customer feedback and they should be recognized as that. They can contribute to much more than routine contact center jobs. They’re customer experts and they should be treated as a valuable commodity.
At Talkdesk, we say that our goal is to enable companies to treat their customers brilliantly. There are plenty of ways to do that, but one of the easiest ones is to treat your call center representatives like customer heroes. To learn more about to prevent stress in the call center, click the button below.