How to increase the productivity of the support team? 5 tips
Learn how to increase the productivity of the support team with practical routine tips and how to succeed and overcome the challenges in the area.
In addition to having well-defined processes, companies need to invest in strategic management to understand How to increase the productivity of the support team without overwhelming the team and maintaining service efficiency.
In the midst of internal message chat notifications, new emails, and frequent meetings, everyday life brings numerous challenges to improving the productivity of existing support.
Therefore, analyzing the work structure that the company offers to the team contributes not only to increasing performance but also to achieving important results such as sales growth and a positive reputation in the market.
Is your team in need of realignment? Understand what it takes to succeed in this area and tips for improving support productivity.
Have a good read!
What is essential for a successful support team?
The success of a support team depends on how well structured the team is and on the set of knowledge, skill, and attitude that each professional adds to the work.
Therefore, it is important to analyze the profile of each team member in relation to:
- Technical Competencies: are related to knowledge about the area and the skills to do the job well, understanding basic and advanced support tools and procedures;
- Behavioral competencies: they concern the behavior of the professional and their attitude in the exercise of the work, such as empathy, ability to connect with the client, good communication, etc.;
- Organizational competencies: refers to the ability of professionals to align themselves with the company's objectives and values and to contribute through their work to achieve them.
It's important to consider these three aspects when selecting new people for the support team. Companies need to have a consistent view of Professional profile who wish to invest in the development of the team to achieve the desired results.
In this way, the support area manager builds a team that can be encouraged to improve as the business grows and the objectives advance.
How to increase the productivity of the support team?
To help your team level up and perform well, we've put together some tips to improve support productivity. Check it out!
1. Listen to your employees
The relationship with the client is not the only one that must be healthy and close. The team's relationship with each other and with the managers must be equally open so that everyone has a voice.
For this reason, Hear what employees have to say about work, what is working and possible improvements is essential to increase the productivity of the support team.
A work environment where opinions and suggestions are heard creates a more favorable organizational climate for people to develop. To do this, managers need to be aware of the demands and be agile to implement improvements.
2. Build a knowledge base
Another tip to increase the productivity of the support team is Build a knowledge base. This is because if the team knows how to handle each demand that comes through the company's channels, it is easier to expedite resolutions.
An important aspect of knowledge base is that it is easily accessible for the team to search and obtain quick answers to the most frequently asked questions or to teach a customer how to execute a command.
This influences the service time, the resolution of calls in the first call, the customer satisfaction and, consequently, in improving team productivity.
3. Get regular training and updates
From time to time, every business evolves and seeks new objectives, which means that old procedures become obsolete and need to be updated.
And even though there are no profound structural changes in the way we operate in the market, updates are always necessary.
So, Do training it's another way to increase the productivity of the support team. After all, the better the team knows about the product/service, the better they can serve customers. The trainings can be updates on:
- business news;
- new tools that will be implemented;
- infrastructure improvements;
- transfer of customer feedback;
- evaluation of the results achieved, among others.
This type of action can be planned and followed on a schedule, but feedback from the team can also indicate the time to promote an update to streamline the dynamics of customer service processes.
Read more >>> How to do customer service training: 5 practical tips.
4. Focus on internal communication
A internal communication it is also another factor to increase the productivity of the support team. The interaction of members with each other is essential to obtain help, exchange information, and update on technical issues or other important topics.
Another important aspect of internal communication is Team unity. A cooperative work environment, where it is easy to contact a colleague, contributes to achieving better results, since everyone is aware of the contributions made by each one.
In this context, it is also easier to see who is not aligned or when a problem occurs. That way, managers can address the problem quickly.
5. Implement new tools
Another important detail when it comes to increasing the productivity of the support team is to analyze the possibility of implement new tools.
Technology is in favor of business and offers several possibilities for improvement. So if the communication tool used is not good, it can be replaced. The traditional telephone network can be replaced with a cloud phone system.
If the company wants to integrate service channels and improve call management, a help desk software has the necessary tools. So, it's important to study which tools can contribute to team productivity.
Challenges and the importance of productivity in business
According to a Research by the consulting firm McKinsey, companies have the challenge of providing Six attributes below to stay connected to your customers:
- individual safety;
- stability;
- convenience;
- ease of use;
- emotional connection;
- trust.
To achieve these objectives, it is important that companies invest in the creation of efficient processes, support tools, and the motivation of professionals, offering rewards for good results.
After all, a team dissatisfied with its work structure is unable to demonstrate Empathy in Customer Service, which is important for creating connections.
If your support team needs to be more productive, Cloud Humans can help your company optimize service processes and those related to the customer experience.
Thus, your team is able to provide a humanized, fast and assertive service.
Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.