By Andrew Gori
Titles don’t matter in a high-functioning workplace, right? Except when they do.
A title, especially for customer support jobs, can have a huge impact on individuals’ and teams’ personal and professional fulfilment—and their desire to deliver 100 percent for your customers every single day.
While software is kind of our thing, we know it isn’t the solution to customer support if the people and teams using that software don’t feel empowered by the technology. It turns out that the team’s customer support titles have a lot to do with how empowered, motivated, and happy they are on the job.
Why? Customer support titles, for better or worse, are aspirational. They give newer or more junior associates something to aspire to. They speak to a career track, to skill, and to expertise. Too often, customer service agents in all industries view their positions as temporary. But titles, along with other factors, send a message that these aren’t throwaway positions that can be filled in a pinch.
Titles can only take you so far, though. Building a customer support team that enjoys working together and brings enthusiasm to the job every day requires a creative touch. That involves operationalizing your talent pool’s career track in the customer-service field. For example, you might want to consider keeping things fresh with rotating roles and assignments and appropriate levels—from must-haves to nice-to-haves—applied to each.
Some example positions include:
These folks are responsible for assigning incoming tickets to specific support groups, or even departments outside of support.
We’ve graduated from the 1950’s-style switchboard, but the concept is very much alive for customer service support teams. Having someone running point on routing customers to agents when call volume is high can be invaluable.
These agents dive into tickets that may take longer or likely require escalation to a new tier.
Handles live interactions with customers via chat, something that can be invaluable when dealing with a high volume of support requests.
Handles live interactions via phone.
An exciting opportunity for agents with particularly intimate knowledge of your business, these people assist in training customers on how to use your product or service.
Subject matter expert
Another exciting opportunity for agents grooming themselves on the customer service career track, these agents participate in product meetings and offer feedback on improvements, serving as the voice of the customer.
Writes knowledge base articles, how-tos, forum posts, blog posts, and other content that assist your customer base in the self-help phase, or tier 0.
Finally, consider a pod structure, where a handful of support managers are responsible for smaller pods of the customer service team. This provides more targeted feedback and direction for customer service advocates; it’s the smaller-classrooms theory applied to your business.
Source:: Business 2 Community