74% of customer support agents are at risk of burnout. Stress, big workload, monotonous tasks, and nervous customers put them at this risk, which leads to a poor customer experience. At the same time, happier agents tend to be much more customer-focused. We at SupportYourApp invest a lot of effort into our team’s well-being, and now we’ve collected the most effective pieces of advice that may help boost customer experience by improving the team’s mood and mental state.
In this article, we'll cover:
4 Ways to Improve Team’s Well-Being
Even the most dedicated agents may provide poor service when they are overwhelmed by repetitive tasks. There are numerous automated solutions that can help with covering standard and frequently asked questions, leaving agents more time for requests that require human interaction.
Another important point is proper prioritization. People tend to work on easier tasks first, but the researches show it is totally counterproductive. Putting off a difficult task increases the amount of stress, which leads to poor performance of all the other tasks. The best solution is to encourage the teammates to handle the tasks in order of their urgency and necessity. This process can be easily optimized with suitable management tools, like Asana or Trello, and also algorithms in CRM-system.
Supporting Team’s Mental Health
Stress is an integral part of a support service agent’s work. And management’s efficiency can be measured by how effectively they can help consultants cope with it. At SupportYourApp we have a vast experience of supporting our teammates, in crisis times and on a daily basis.
Team members should have a chance to share their feelings and experiences, primarily the unpleasant ones. Each agent has and will have to deal with nervous or angry customers. The questions are — will agents be able to maintain their mental health, and will the company provide them with proper support? Our practice includes handling both one-to-one and group meetings where our agents can discuss their latest experiences and emotions. We also handle team building sessions that open new opportunities for professional growth, encourage personal and professional development, and support the policy of openness. These sessions create a friendly atmosphere where everyone is free to talk about their feelings and develop the skills they need to provide top-notch support, like emotional intelligence and empathy.
Respect, Diversity, and Inclusivity
Diversity and inclusivity play an integral role in a team’s productivity. It is impossible to emphasize enough how important it is to create an environment where each team member will feel respected and included. How exactly does it help businesses to meet business goals?
According to Forbes, companies with diverse management have 19% higher revenue. A diverse team considers multiple perspectives and can develop complex approaches. But this is not only about management. At SupportYourApp we’ve come a long way, opening several offices and hubs all around the globe, and hiring talented people, who represent different cultures. From our own experience and the practices of the world’s top companies, we know that people who feel included, understood and respected, are more comfortable sharing their ideas and tend to achieve higher goals.
Strong Corporate Culture
Demand Metric report shows 86% of companies with a high engagement level agree an engaged team is a key factor in retaining customers. A company’s mission, values, motivation, gratitude, and properly established communication are the factors that drive the team’s productivity, enthusiasm, and dedication. At SupportYourApp we make sure each team member knows what we stand for and shares our vision. We believe that only people who know their work is meaningful and feel the supportive atmosphere, can deliver the best customer experience.
Each business strives to put customers first. But successful business leaders know it cannot be achieved without a happy and engaged team. When companies build up a strong culture and invest in the team’s well-being, they are paid off with happier and loyal customers.
Kseniia has worked her way from a Customer Support Consultant to Chief Internal Operations Officer at SupportYourApp. She finds a way to relax in dancing and reading.Posted on