Mitigate exhaustion in customer service centres

11:31 PM
Providing 24 hour customer service is substantiated to be a hard core challenge as organisations are shifting their manner of business practices while trying to immaculate digital trends. Major companies are applying social media amenities to promote brands and the resolve upheaval culture of customer’s to largely enhance real-time updates which has been transformed into a 24/7 customer service anticipation for a variety of industries.

Various studiesdemonstrate that almost 43% of the customers who seek help online to solve their problems expect an answer within an hour or two. Unfortunately, depending on the size of the firm answering hundreds and thousands of enquiries per day generally leads to frustration, stress, and sometimes depression due to decline in productivity and exhaustion while serving customers.

Here, are few ideas to mitigate exhaustion concerning customer service, which will allow your organisation to serve customers in an efficient way without weighing-up their workload.

·         Serve your employees and they will serve your customers

Treat you employee’s right.

Executive or senior members of a firm must treat their employees well. It is one of the best techniques to get your employee serve your customers in a better and proficient way. Companies must analyse a significant aspect that serving employees will lead to a better work environment which will finally route to an exceptional customer service centre. In a nutshell serve your employees good and they will directly serve your customers, ultimately producing competent work environment for you and your works and indirectly increasing the flow of customers.

According to the study conducted by 2016Office Club, at least 66% employees agreed to be satisfied with their tiring work because the management is responsible and effectively acknowledge each effort at their job performance. Therefore, showing kindness toward an employee is one of the fastest techniques to reduce exhaustion and burnout.

Estimating various procedures to serve and applaud employees can significantly help your organisation decrease burnout, attrition and other related problems. Some of the modest ways to appreciate your employees are:

ü  Initiate creative ideas like half-Fridays. A group of employees can apply for half Fridays every week without draining an entire customer service squad each week. 

ü  If not every day, at least offer employees paid lunch once a week, reducing a small section to concern about.

ü  Customer service is meant to serve customers, but due to this method a lot employees every day gets abused by customers. Set a parametre for dealing with ranting and aggressive customers.

·         Put consistent effort on customer satisfaction

It is very important to put in consistent effort to serve customers and handle their queries. Try to be humble and modest while responding to each and every customer. One of the fastest methods to annoy both employees and customers is not providing steadfast and consistent effort on technological software while serving customers. Providing unreliable digital experience makes it hard for both employees and customers to work efficiently, which ultimately leads to frustration and burnout.

Reducing stress from a customer service department is impossible however you can at least try to decrease in order to improve the overall experience of customers as well as workers. The best methods to know how to serve your customers and reduce stress take ideas from representatives who are involved with customers every time of their day.

·         Multi-platform service centres

Technology offers myriad channels and platforms for customers to communicate, interact and engage with a company’s brand. Unfortunately, not a lot of companies are aware of such types of customer services due to underprivileged technological issues and lack of funds to invest in the management facilities.

This is the reason why customer service centre industry is facing burnout and exhaustion. Representatives or other customer service related employees have to seek and manage their workflow, while moving one podium to the other quickly and on a regular basis. To avoid this problem without outlaying single money on a fresh program is to divide the customer service crew into various platform based departments, i.e. a group of agents will only handle one particular channel at a time.

To mitigate consumer support exhaustion to establish a virtuous customer service centrefor business veteran and leaders can be a challenge. Moving away from challenges is not what a good business man will seek; instead the owner will fight to make it a better one. Consider the above factors to systematise your work environment and your employees will turn the hard rock upside down just to serve your customers. 

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