Improve Customer Support Agent Productivity
If you are focusing on improving the customer experience, there is nothing more important than to improve customer support agent productivity. While the softer aspects of empowerment, focus et al are important for productivity, there are some fundamental shifts that are essential to make the process scalable.
So, let us see the four unconventional ways your can improve customer support agent productivity:
Tip # 1 – Structure your customer support data
How will the agent productivity go up if we structure the data? Here is how. Most of the agents spend a lot of time in reading the support email, categorizing them under specific sections and then thinking about the appropriate response.
Once you structure the customer support data, you can easily automate the entire process of reading and categorizing the support emails by effectively using the keywords and some advanced algorithms. Structuring and automating the data would completely eliminate the time the agents would spend on reading and allocating emails. See our survey for more details.
Tip # 2 – Create Customer Support Knowledgebase
Once you structure your customer support data, the next step is to create the knowledgebase for insights. Analysing what customers are reaching out for and how agents are responding is extremely critical to design the right support services workflows, triggers, alerts, etc. You can use this information to create insights and automate a part of customer responses. Not just that, you can even preempt certain support calls by proactively sending information to the customers.
The key here is to have a solid knowledgebase and insights derived from the customer support data. These insights will enable your agents to cross-sell and up-sell rather than answering the routine questions.
Tip # 3 – Find the agent skill gap
We normally look at agent KPIs, such as customer support calls / emails taken, issues resolved to measure the agent productivity. Use analytics to get the real data behind the agent-skill gap. Analysing the support call records will help you understand the inaccurate / unclear responses that are leading to multiple interactions with the same client. Finding this gap will help immensely in cutting down the slack and lack of knowledge in each agent making them even more productive.
Tip # 4 – Automate. Cut down on the manual process
We have seen in all of the above examples that the routine and manual process is the key reason for the dropping productivity rates of customer support agents. Manual processes, such as reading support requests, allocating, responding are huge bottlenecks in the entire workflow and leads to excess need for agent hours, long turnaround times etc.
We have seen that automation typically reduces the turnaround times by over 20% and reduce the support costs by over 30%. Importantly, it allows you to consistently predict and respond to the customers and deliver superior experience that can outclass your competition.
Talk to us if you want to see a quick demo of our suite of customer support analytics and automation tools specifically designed for improving the agent productivity, improving your issue resolution rates and offering predictive support.