Workforce Management & Optimization

Why You Need a Customer Service Scrum

Scrum meetings are events from the technology world designed to help get everyone from your team quickly on the same page about critical projects. During a scrum, the overall status of a project is outlined, as well as the critical actions that will be covered over the course of the day by different team members. Within customer service departments, daily huddles can help keep your team focused, motivated, and working together. Here’s how to run a scrum for your customer service department that leads to better results.

Focus on tangible data: Each day, review the previous day’s performance data. How many calls did you take? How many issues were successfully resolved? What was the day’s satisfaction scores on surveys? Look at factors such as calls escalated to managers and whether the time to service calls decreased. Use tangible data as a way to encapsulate the previous day’s performance and offer suggestions for what reps can focus on throughout the day.

Set a single performance goal: Each day, choose something to have your entire team focus on, and then measure it. For example, look at reducing the waiting time of the average customer or keeping enthusiasm higher throughout the day. Managers should circulate, looking for examples of employees achieving their objectives, as well as those who are presenting coaching and learning opportunities. By focusing a theme for the day that everyone’s working toward, it’s possible to achieve a sense of teamwork even when your customer service reps largely operate solo.

Update reps of new directions: Are there projects or promotions outside the department that could affect the content of what your team will face during the day? For example, a big back-to-school sale could bring a spate of questions about related merchandising, or a themed promotion on tours to Asia at a travel company could bring questions in that vein. Help your customer service agents get the up-to-date information they need to anticipate the types of calls they may be receiving.

Offer praise and inspiration: Dedicate part of each meeting to thanking your team for their work. Did someone do an amazing job? Recognize them. Was there an over and above customer service interaction that made a difference for a customer? Share it. Did you read a thought-provoking quote meant to inspire? Read it to the group. End on a positive note so that your team is charged up and ready to face the day.

While a daily meeting for a customer service center will look a bit different than other parts of the marketing organization, it plays a critical role. From providing day-to-day opportunities for continuous improvement to keeping spirits high, find ways to build your team and improve individual performance with targeted daily meetings.