How to structure a customer service area? 6 steps
Learn the step by step of how to structure a customer service area with the basic requirements to create consistent processes.
Saber How to structure a customer service area it is an important step, whether to set up an operation from scratch or to analyze possibilities for improvement in the current scheme.
Companies are increasingly committed to offering a quality experience and maintaining a close relationship with their customers.
In this sense, 80% of business leaders plan to increase their customer service budgets in 2023, according to the new CX Trends report, prepared annually by Zendesk.
Combining the availability of investment with the strategic organization capacity of the processes of a service area helps to design a growth-oriented structure.
Continue reading the article and learn how to structure a customer service area with the requirements that your team must meet to exceed consumer expectations!
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Step by step to create a customer service area
The steps to structure a customer service area address the main points that an operation must have.
Each business can evaluate the points below according to its current structure, defining new processes or improving existing ones. With that in mind, see step by step how to set up a SAC in your company:
1. Definition of the channels used for service
The first step in how to structure a customer service area is the Definition of channels that will be used. The choice is made considering the customer's profile.
For example, a company focused on digital may prioritize only online channels, such as: chat, Whatsapp, e-mail, and direct messages via social networks.
Keep in mind that online text chat channels are strategic for most companies, as New digital consumer incorporated these media into his daily life.
2. Description of service types and levels of calls answered
Continuing the work to structure a customer service area, two points must be described: type of service and call levels.
The types of service are active, reactive, or both. In the asset, the team contacts customers to make sales offers. In the reactive, agents are available to address customer demands, complaints, or questions. Finally, there is the model that mixes active and reactive services, which can be migrated from one format to another.
This decision is strategic because it is linked to costs. The larger and more complex the operation, the greater the cost to keep it active.
Os levels of calls answered they also need to be described so that the team knows how to proceed. In this case, the scheduling of calls speeds up the distribution of tickets when the attendants are divided by specialty or type of problem.
In this way, customer service takes the fastest and most efficient way to resolve calls, in addition to avoiding work overload.
The most common levels are:
- level 1: it is the team that receives and solves simple and specific problems;
- level 2: it is the team that has technical knowledge for medium complexity solutions;
- level 3: it is the team responsible for highly complex face-to-face support.
Descriptions about these and other structure details should be explained in the Service SLA, which shows what the company undertakes to deliver to the customer.
3. Creation of the team's activity schedule
A creation of the activity schedule of the team is also an important step in structuring a customer service area. From that perspective, check out some questions that must be answered below.
- Does the service follow business hours or a personalized period?
- The company has 24-hour service with a human team or just with Chatbot?
- Is the team active only on weekdays or does it include a weekend stopover?
Remember that business hours may vary, starting from 8 a.m. to 5 p.m., or from 9 a.m. to 6 p.m. Therefore, it is important to define lunch breaks and other breaks so that, when one team leaves, another one replaces it and maintains active service.
4. Team structuring
A Assembling the team is another important definition of the step by step to create a customer service area.
The first decision is whether the team will internal or outsourced. Here, the cost-benefit factor has a direct impact. After all, companies that want to save money tend to outsource their work to suppliers who specialize in the area.
If the team is internal, the next step is the organization of the periods. Generally, service teams are Divide into shifts so that there are breaks in the journey. And, if the service is outsourced, this organization will be the responsibility of the contracted company.
Another important detail for structuring the team is the definition of the maximum volume of calls per attendant and the strategy for moments of Peak service of the day or year, in order to maintain the productivity and agility of the answers.
5. Use of service tools
The use of service tools favors both the operational part and the strategic part.
With service desk software, attendants are able to be agile to answer calls and search for information about the customer and their demand.
Managers are also able to organize ticket management and extract insights to improve service personalization.
In the CX Trends 2023 survey, 79% of the leaders agree that customer service data is valuable and should be harnessed to personalize interactions.
In cloud humans, for example, artificial intelligence resources are used to define the distribution of tickets and assist the attendants with suggestions for answers.
6. Selection of indicators for evaluating results
The last step in structuring a customer service area is to select the service indicators and quality that will guide the analysis of the results.
Having clear and quantifiable objectives and goals is essential to maintain continuous improvement of the processes of a service area.
By the way, does your company want to increase customer satisfaction? The indicator CSAT serves as a guide for this objective along with others that are relevant, such as:
- first response time;
- productivity per agent;
- main service channel;
- cost per ticket.
How to structure the processes of a service area?
Now that you know the basic requirements for a customer service area to work with quality, you can now think about (re) structuring your business process.
Get a free CX diagnosis and, based on your current service and support metrics, gain insights to raise the level of your operation.
Incidentally, a Cloud Humans helps your company to optimize service processes and those related to the customer experience so that the team provides a service humanized, fast and assertive.
To this end, we use, among other resources, technologies such as artificial intelligence (AI) that guides the division of tickets between the attendants and the ideal volume for each one. In this way, the service is initiated, on average, from 30 seconds to 1 minute.
Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.