As businesses grow, their customer-facing teams must also grow in order to accommodate the increasing number of customers, enquiries, and queries.

However, one of the dangers of scaling is losing sight of the overall objective – providing a great customer experience with every interaction. After all, it’s one thing to have a team of five people who are constantly sitting close by, allowing you to monitor and manage them. When the team grows to hundreds or even thousands of agents, it becomes far more difficult to govern.

Scaling is about growing the size of the team, while also adapting the processes in response.

How does a Customer Experience Management (CXM) Partner add value and scale?

To effectively scale without adversely impacting the customer experience, businesses need support in two key areas: the resources to grow their headcount, and the tools and experience needed to manage their teams and processes. This is where a CXM partner can add significant value.

Resource

To successfully scale their customer service and associated experiences, businesses need the resources and facilities to physically add headcount. That means finding the right people, recruiting them, on-boarding, and then training them. But it also means continuing to manage, nurture, and develop them, at scale.

A CXM partner has the methods and resources that businesses need to grow without losing quality or experience.

Governance

Operating across such a large number of people makes it challenging to maintain and improve standards of service. But, as the business scales, effective maintenance is more important than ever.

There are a number of steps that ensure the quality and outcome of the customer service is not negatively impacted as a result of the business’s growth:

  • Quality monitoring

The quality monitoring of calls helps ensure that key steps are taken on all calls for consistency. Is the customer being greeted in the right way? Is the agent covering the key points during the interaction to ensure the customer leaves happy?

  • Process management

As processes are scaled, process management becomes ever-more vital to ensure accuracy, consistency and quality in every interaction.

  • Customer analytics

This involves reviewing call recordings and written communications and rating them on huge range of factors. While quality monitoring is used to check if the agent did X, Y, and Z, customer analytics seeks to understand what mood the customer was in at the start and the end of the call, how long they were kept on hold for, whether the resolution was reached in the most efficient way, etc.

The result? A very good customer experience, at scale.

Final thought

2020 highlighted the importance of being ready for any eventuality. Any future CX strategy needs to include provide for scaling, maintaining and improving high quality customer experiences, and being agile enough to change direction. Recent experiences have promoted work-at-home to ensure business continuity and provide a scaling option that is truly global.

SYKES specialises in supporting businesses as they grow and scale, whether through in-centre or work-at-home teams, or through self-service and process automation. To find out more about how we can help with scaling your customer experience team, please get in touch.

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