4 Signs You Need More Customer Service Reps Immediately

December 31, 2018

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Posted by: Nicola Malcolm

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Are you seeing some of the tell-tale signs your business is understaffed? If you’re waiting to hire more customer service reps, don’t delay. The five red flags below are good indications it’s time to expand the team.

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1. Dissatisfied Customers

Are there new reviews online about customers’ negative experiences? Have you received complaints about long wait times? Unhappy customers will voice their concerns, whether they do so directly to you, on a review site, or on social media. It’s important to have a pulse on what’s being said about your company, both online and offline. It can help you identify problems in your customer service department and make changes.

Customers want their questions answered quickly and their problems solved right away. If you’re understaffed, customers may need to wait for service. When you have enough reps to handle all customers’ inquiries, you can increase customer satisfaction and loyalty.


2. Overwhelmed Staff

Overworked employees aren’t as productive or efficient. They may also be impatient with customers. When they’re struggling to solve too many customer issues at once, it can increase their stress and decrease their job satisfaction.

Give your agents the resources they need to be more productive and less overwhelmed. Not only will hiring more customer service reps help reduce stress, but automated tools could help increase efficiency, including automated tickets, self-service help for simple requests, and access to customer history.

When your customer service representatives are overworked, it impacts their performance.


3. Costly Overtime

While hiring enough customer service reps may initially mean readjusting your salary budget, it will enable you to cut back on the amount of overtime you’ll need to pay—an expense that always costs more in the long run.


4. Slow Service or Lightning-Fast Service

How long does it take to serve clients? Are they satisfied with product delivery or complaining about the turnaround time? A team stretched thin lengthens the amount of time it takes to service customers.

On the other hand, you should also be wary of lightning-fast service. Customer service reps who close tickets too fast may be speeding through issues to finish the task, instead of carefully reviewing and solving the problem.

Speed doesn’t equal quality service. Customers appreciate a timely response, but they don’t want to be rushed through the process. They want a thorough answer. A department with an adequate number of service reps is better equipped to dedicate time to each customer.

If the signs above resonate with you, it might be time to expand your customer service department. Customer service employment agencies can help.


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Nicola Malcolm

Nicola Malcolm

Nicola has over 20 years of staffing industry experience with global, international, and Canadian firms. She has a broad knowledge base from having worked at a temporary recruitment desk, as an on-site manager in a global warehouse and manufacturing company, and in marketing, IT and operations. In addition, Nicola managed a portfolio of MSP/VMS accounts for a global MSP, and currently manages the staffing supply of 10+ Canadian MSP/VMS programs. In her spare time, Nicola uses her recruiting background to help her family, friends, and personal network find meaningful work opportunities. She also enjoys applying her operational skills to plan family trips abroad as often as possible.

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