How to Build an Epic Customer Support Team
Published date: 03.11.2021
Read time: 7 min
One of the most interesting aspects of customer support is that every interaction your company has with a customer can be amplified via social media and other review websites. This makes it even more important to deliver outstanding customer support. However, in order to do so, you will need to assemble the right team, which could be time-consuming and expensive, if you are looking to hire people in your local area. This information will be useful for you since 46% of global contact center decision makers project their contact centers to grow 5%-10% in the next year, and 14% project growth of more than 10%. Today.we are going to share with you some tips on how to build an epic customer support team that will provide exemplary service to your customers.
1. Put Together a List of Criteria Based on the Candidate Profile
Take a long hard look at all of the hard and soft skills your future support agents will need to have and create a list of criteria that you will use to start hiring people. Also, be sure to take into consideration the support channels you are looking to cover. Regardless of which skills are at the top of the list, make sure that the candidates reflect your brand personality. This could be something like friendly, formal, hip, trendy, and many other things as well.
Mindy Support can help you put together a team that matches your criteria. Simply tell us about the type of candidates you are looking for and we will do all of the heavy lifting in sourcing and recruiting such candidates for you.
2. Be Transparent About the Job
The best candidates will ask the right questions about the job requirements and responsibilities and if you try to hide some challenging or unglamorous aspects of the role you are looking to fill, you will come off as disingenuous and people can sense that. Also, the candidate may have the wrong expectations, which may make him feel demotivated and want to quit. This is a waste of time and resources of both parties + the search will have to start again Instead of worrying about these challenges as being a turn-off for candidates, instead, use them as opportunities for candidates to provide some ideas on how to mitigate them and which shows candidates that they have an opportunity to influence the company’s direction and processes. For example, if your job requires some routine, monotonous work to be done, ask the candidates how they plan to deal with such a situation. Who knows, perhaps, you will even stumble upon fresh ideas to solve ongoing business issues.
3. Look for Insights About a Candidate From Their Resume
The resume a candidate submits gives you a lot of insights into their professional and personal skills. It should include sections about what they’re great at, what they accomplished, their passions, and, in general, what they’re all about. Look for the effort they put into making the resume. You can tell the difference between a candidate who typed up their resume in five minutes, versus one who spent some time crafting an informative and impressive resume prior to applying. Also, be sure to look at their soft skills since this will give you an idea of how well they work with others, which is a critical aspect of a successful support team.
4. Try to Find People With Passion and Empathy
When you work with passion you get to drive excellence and you can see continual improvement in the customer service sector. With passion, you can easily win the hearts of customers by providing them extraordinary service 24/7. The simplest definition of passion in customer service is remaining enthusiastic and committed to what you are doing no matter whether you reach your target or not. A positive attitude and a passion for customers is the first step in achieving organizational goals.
Empathy is just as important as passion as far as customer support is concerned. Empathy is crucial for establishing healthy relationships and fostering compassion. It involves experiencing another person’s point of view, as opposed to just one’s own. It is prosocial, or helping behavior, a skill that comes from within rather than being forced. While it may be hard to find passionate and empathetic agents for your team, it will truly help you reach a new level of support that will separate you from your competitors.
5. Be Sure to Ask the Right Questions
Asking the right questions during an interview for a customer service position can mean the difference between finding the right candidate and hiring the wrong one. You want to ask candidates questions that reveal their understanding of what quality support means to them and how they would be willing to provide it to customers. Also, be sure to focus on their demeanor since any customer support position requires a friendly and patient attitude. Learn about their problem-solving capabilities since they will be required to resolve customer issues that will require a lot of skill and creativity.
Trust Mindy Support With All of Your Customer Support Needs
Whether you are looking to set up a new customer support team from scratch or simply augment the in-house team you already have, Mindy Support can provide you with the guidance you need to get your project off and running smoothly and as quickly as possible. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in six locations all over Ukraine and in other geographies globally to cover all required language skills.
Our size and location allow us to source and recruit the needed number of candidates within a short time frame and we can scale your team without sacrificing the quality of the work provided. Contact us today to learn more about how we can help you.