You might think that improving the customer support that you offer involves hiring as many CSRs as possible. However, the truth of the matter is that the fewer CSRs you hire the better things are going to go for you overall. Here are some reasons why a smaller team is going to help you improve your customer service overall.
#1 Customer Software More Efficient
Instead of hiring a lot of CSRs, if you want to improve the efficiency of your customer service you should get a customer support software from a company like Kayako instead. This is going to help you handle a lot more customers without crowding the work floor, not to mention the fact that it can really help you make the most of your investment since you will be able to save a great deal of money in the long run. Not to mention the fact that most CSRs will benefit a lot from the lighter workload they are now going to have to deal with.
#2 Higher Salaries Means Better Employees
If you don’t have a lot of employees, you are going to be able to pay the ones you have a lot more money. This is very important indeed because it can help them live better lives, and it will also attract more skilled people to your offices where you would be able to give them the sort of lifestyle they deserve.
Without a doubt this is going to make it a lot easier for you to get better quality work out of them, and since they are going to be invested in their job you can bet that you are going to get some truly great results out of them.
#3 The Right Customers Get Served
You are going to find that a lot of the customers that are going to call you are going to be people that don’t actually have a problem, they just don’t know how to use the product that they have gotten from you.
If you hire a smaller team and use a live chat service, you are going to filter out these customers which will allow you to focus on those customers that truly need your help.
The dud customers take time away from the right customers after all, so this is a very important aspect of customer service that you are definitely going to have to look into.
#4 Saves Customer Time
Better and higher paid CSRs are going to be better able to get customers satisfied and move on to the next customer.
Also, the live chat software you are going to get will be a lot better at handling a high flow of customers than low paid CSRs so this is another reason why customers are going to end up saving a lot of time when you decide to choose quality instead of quantity when you are hiring your team of CSRs.
#5 More Accountability
When there are fewer members in your team, it is easier to hold people accountable for their actions.
If someone makes a mistake, you will be able to understand where that mistake came from in a much easier manner. This is going to help you make the most of your team’s synergy time and time again, and since they are going to have a lot more responsibility they will be more likely to give their work their all than would have been the case otherwise.
#6 Better Work Atmosphere
If you have a team of highly paid employees that are respected for what they do and feel like they are important because of the fact that they have a lot of responsibility, you will find that the work atmosphere in your office is going to become very nice indeed. This will further help your employees work a lot better, not to mention the fact that this will help you enjoy your life a lot more as well. This will also help your employees develop good work ethic because of the fact that they are going to have so much more to lose with the new way you are doing things.