Managing a call center or customer service department demands a lot of time, energy and resources.
You’re responsible for delivering the very best standard of service and maximizing satisfaction for every single customer. But we all know that’s far, far easier said than done.
No matter how well-trained your agents are, keeping track of their performance on a daily basis is just another task you might struggle to fit into your packed schedule. But if you fail to monitor the quality of customer service your team delivers, you have no idea just how much damage they could be doing to your business’s reputation.
That’s why every company, no matter how big or small, no matter how experienced, has to invest in a performance tool to keep its team working at its best.
Let’s take a look at the main benefits you can expect to enjoy.
Securing a good return on investment (ROI) is paramount. If you’re spending the company’s money on a performance tool, you want to know it’ll have a tangible benefit.
A performance tool helps create business improvement by establishing company goals and expectations. As a manager, you’ll be able to track workers’ activities and progress across different periods (days, weeks, months). With this information, you can identify which members of your business’s customer service team are performing to the required standard.
Rather than simply trusting employees to be productive and treat customers well, you can hold them accountable for their work through metrics-based performance review. This equates to less time wasted between calls, fewer (ideally, zero) consumers ending interactions feeling dissatisfied and a more productive workforce overall.
Research shows a better, more committed level of customer service will impact ROI over time. Seven out of 10 consumers spend more with a business providing a quality experience, putting as much as 17 percent more money towards high-performing companies.
And, last but not least, brands leading in CX outperform others in the S&P index by almost 80 percent.
So, if you can keep improving your team’s productivity and customer service, your performance tool will pay for itself down the line.
Build a More Engaged Workforce
Managing a team of employees with low morale, no drive and a poor productivity rate just makes running a successful business even more challenging than it should be.
Think your entire business is engaged and dedicated to the job? Well, 53 percent of the United States’ workers feel unhappy in their roles, which means there’s a high chance some of your employees would rather be doing anything else with their time.
Workers who feel disengaged from their job are unlikely to give more of themselves than is required by their contract. For example, employees who love their work may well come in early to prepare for the day ahead and get non-essential tasks out of the way, or even stay a little after clocking-off time to do the same.
That leaves them more space during their contracted hours to deliver the best customer experience they can.
Other employees, though, will put in as little effort as possible.
Performance tools help you engage workers by focusing on their individual needs and issues. This can make a pretty big impact on their experience at work, considering a major reason Americans quit their jobs is due to a lack of appreciation.
Performance tools show you where employees are going wrong in their work through specific relevant metrics, opening the door for stronger communication and overall business improvement. Furthermore, you can track performance using custom metrics and assign points to recognize achievements, even offering a choice of rewards to keep them motivated.
Create Training Programs to Bring out the Best in Every Worker
Performance tools make reviewing and charting employees’ productivity easier, showing how they compare to their colleagues.
As a manager, you know how vital it is to take full advantage of your workers’ individual strengths and weaknesses. One may be a natural conversationalist who engages customers in every circumstance, transforming what may have begun as a complaint into a sale. Another, though, could be productive but unable to engage consumers as well as they should.
In any case, it’s up to you to make sure training is available and guide employees to ace their metrics. But this can’t be the sort of generic meetings you may be used to: clustering employees into a room and subjecting them to a bland presentation that fails to resonate in any way is a waste of everyone’s time and money. Just think how many customers they could be helping in that time instead.
Performance tools make it easier to assess each employee’s individual progress and create targeted training programs to suit their weaknesses. This can be performed at their desk, at their own pace. Tangible goals should be set to help workers grow and see how the lessons they learn has a direct impact on their performance.
Improve Your Own Management Techniques and Efficiency
Managers make mistakes like anyone else. You may have more experience in the business or industry than your employees. You may understand the company goals or values better than them. You may even excel at customer service too.
But you’re not perfect. And performance tools empower you to develop and get better at your job by reviewing your own efficiency. Make time to study your productivity and organization. Look at the way you deliver feedback to employees and how you can cultivate a company culture focused on quality.
You’re sure to spot inconsistencies or oversights in your working process. It’s crucial that you take these as inspiration to focus on business improvement and being the best manager you can.
Remember: you’re in a leadership position. Your workforce should look to you for encouragement and guidance on how to do their jobs well. And if you can keep developing in your role, you may be able to drive them to do the same.
Companies that don’t use performance tools may become complacent in their work and assume they’re doing the best job they can. They will lack structure, organization and probably be unaware their customers are unsatisfied until they’ve jumped ship.
That’s why investing in a performance tool is the right move for every business. You should get a significant ROI as your own and your workforce’s productivity improves, maximizing efficiency and delivering the highest standard of customer experience.
Furthermore, with a good performance tool, minor tasks can be automated or eliminated altogether, streamlining your work and allowing you the freedom to focus on the most important elements of being a successful manager instead.
What performance tools has your business used in the past, and what business improvement have you seen? Let us know!