Scaling Your Business?

When a business is ready to scale, its customer service department must be able to handle the additional customer interactions. Customer service managers can implement several strategies to support the team's expansion while maintaining high standards. Many customer service processes rely on automated action chains and responses.

Managers can review their current processes to identify bottlenecks or complications and create a frequently asked questions list on the company website. When customer volume increases, customer service teams may need to hire additional staff. Current staff can be a great source of referrals, and HR departments can help with the hiring process.

Product/service training helps customer service agents anticipate customer concerns and provide relevant solutions. Customer service teams use multiple software applications to perform their duties. Managers should train all new hires on the current systems. Customers prefer businesses that take active steps toward their diversity goals. Training agents on inclusive practices improves customer service.

When scaling customer service teams, managers should track Net Promoter (NPS) and Customer Satisfaction (CSAT) scores to identify areas that require additional resources. Strong NPS scores indicate that customers will promote your business, while low scores signal low customer satisfaction.