Customer Self Help options and channels are on the rise –
- Studies suggest that as many as 76% of customers prefer “Self-Service” options
- It provides convenience, self- pacing, research, comparisons, discussion, etc.
- There are bots, online portals, chats, FAQ’s, more and more options developed every day.
Human Connection is key –
- Customers call for support when they hit a roadblock, have a question, need help, are upset or frustrated
- Most of the calls or tickets that CSR’s get will be fixing a problem
Keep in Mind –
- CSR’s in companies are engaging with customers not at their “Best Selves.”
- They’ve tried to do it on their own and got stuck.
- The CSR is going to bear the brunt of the customer frustration.
Customer Service Representative (CSR) Burnout is Real
According to the 2016 US Contact Center Decision Makers’ Guide from ContactBabel.com – the Average Annual Turnover Rate for a Customer Service Representative (CSR) was 29% – an “Average Lifespan” for a Call Center worker in the USA of approximately 3.3 years.
Treat Your CSRs Like Royalty
- They bear the brunt of the customer frustration
- They are the bearer of bad news and the messenger is shot
- They have the opportunity to engage with the customer like no one else can in the heat of the moment
- They can present the Moment of Wow
Offer More Than Enough Support to Your CSRs
- How to handle upset customers with words and phrasing
- Training on products and services offered by your company
- Training on all of the “Self Service” portals
- Training on who are the “Go To’s” for various products, issues, areas of expertise, etc
- Focus on proactive and preventative strategies depending on your industry
Boot Camp Training…
- 15 Minutes once or twice a week
- Focused training on one product or service
- Listen to Teach to others
- Record for new hires and reference
Measure Value Perception to Customers
- Get rid of call volume and call time as KPI’s
- Recognize and celebrate success of individuals and the team as a whole
- Practice Voice of Customer internally with your CSR’s
- Engage your CSR’s to identify metrics relevant to truly helping the customer/caller
Make Your Support Center the Best Place to Work in Your Company
- Have some fun!
- Rotate and cross-train for all communication channels your company offers
- Incentivize ideas for improvements and engagement
- The smallest things make the biggest difference
- Don’t Skip the Struggle – Embrace and celebrate challenges and failures