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.
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.