How can onshore support teams manage their workload and prioritize tasks, especially during peak periods?
workload and prioritize tasks
Onshore support teams are crucial to the success of many businesses. They provide vital assistance to customers and help resolve issues that may arise with products and services. However, during peak periods, onshore support teams can quickly become overwhelmed by the volume of requests they receive. This can lead to long wait times for customers and a drop in customer satisfaction. To avoid this, onshore support teams must effectively manage their workload and prioritize tasks. In this blog, we will discuss how onshore support teams can manage their workload and prioritize tasks, especially during peak periods.
1. Establish clear goals and objectives :
The first step in managing workload and prioritizing tasks is to establish clear goals and objectives. Onshore support teams must have a clear understanding of what they are trying to achieve and what is expected of them. This can be done by setting specific, measurable, achievable, relevant, and time-bound (SMART) goals. Once the goals are established, the team can then prioritize their workload to ensure that they are working towards achieving those goals.
2. Use a ticketing system :
A ticketing system is an essential tool for onshore support teams. It allows them to track and manage customer requests, prioritize tasks, and ensure that nothing falls through the cracks. The ticketing system should be easy to use, and the team should be trained on how to use it effectively. When a customer submits a request, it is essential to assign the ticket to the appropriate team member immediately. This ensures that the customer receives a timely response, and the request is not lost.
3. Prioritize tasks based on urgency and impact :
During peak periods, onshore support teams must prioritize tasks based on urgency and impact. Urgency refers to how quickly a task needs to be completed, while impact refers to the importance of the task. Tasks that have a high level of urgency and impact should be prioritized over tasks that have a lower level of urgency and impact. For example, if a customer is experiencing a critical issue that is impacting their business, that task should be prioritized over a less critical issue.
4. Set realistic timelines :
Onshore support teams must be realistic about how long it will take to complete a task and communicate that timeline to the customer. If a task is going to take longer than expected, the team should inform the customer and provide updates on the progress.
5. Collaborate with other teams :
Collaboration with other teams can be an effective way to manage workload and prioritize tasks. For example, if the onshore support team is receiving an unusually high volume of requests, they can collaborate with other teams to help manage the workload. This could include cross-training team members from other departments to assist with support requests or working with the development team to address common issues that are causing a high volume of requests.
6. Monitor and adjust workload as needed :
Monitoring and adjusting workload is essential for ensuring that onshore support teams are managing their workload effectively. This involves regularly reviewing ticket volume and response times, and adjusting the workload accordingly. For example, if the team is consistently receiving a high volume of requests, they may need to adjust their staffing levels or adjust their processes to manage the workload effectively.
7. Use automation :
Automation can be an effective way to manage workload and prioritize tasks. Onshore support teams can use automation to handle routine tasks, such as password resets or account updates. This frees up team members to focus on more complex tasks and ensures that routine tasks are completed quickly and efficiently.
In conclusion, onshore support teams typically manage their workload and prioritize tasks during peak periods by establishing clear communication channels, utilizing task management tools, assigning tasks based on urgency and impact, and maintaining a flexible and adaptable approach to their workflow. Additionally, regular reviews and adjustments to workload distribution can help ensure that tasks are being completed efficiently and effectively, even during high-volume periods. Ultimately, effective workload management and task prioritization are critical to ensuring that onshore support teams can meet the needs of their customers while maintaining a high level of service quality.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.