Recruit the Right People
As we’ve already touched on, recruiting the right people for the job is important. When you’re on the lookout for the best team members, you should be thinking about the customer service roles that need to be filled. In most teams, you’ll need supervisors, call centre agents, customer service representatives and specialists.
When you post the job ads, be sure to include your specific requirements. Any skills, qualifications or experience required should be clearly listed so that there’s no confusion on either side about what you want from your employees.
The structure of your team should also be considered. It’s the responsibility of a leader to determine how many employees are needed at each level of the team, from management down to the agents. You can use average productivity figures for your specific industry to understand this better. For example, a reasonably productive team for retail queries should be able to handle upward of 12 contacts an hour, but it may be less for telephony. Think about the demand you’re projected to face and how many people it would take to handle it when it comes to structuring your team for success.