Hey Tom, how do I know if it’s time to hire a CSR? I get this question all the time and my answer is always the same; are you missing any calls because you can’t answer them? I know that all of your businesses experience spikes where the phones go crazy and you have trouble keeping up but I’m talking about consistent peak incoming call hours where it might make sense to hire at least a part time Customer Service Representative to handle the load.
This person doesn’t have to sit and stare at the phone waiting for it to ring either. Most of you could use a little help calling back on unsold proposals to see if you can get back in the door. Or, maybe someone after 6:00pm to make happy calls that might have been missed or were left messages during the day. Possibly use that CSR to follow-up on some of your marketing efforts with a phone call. There is a lot for someone to do once you commit to adding the resource.
And don’t be afraid to advertise a part time position with full time potential. You are telling the truth because if you hire a part time superstar you would be foolish if you didn’t try and figure out how to utilize their talents on a full time basis. The key is making sure that your customers have the best experience when they finally decide to call your business.
If you don’t have a way to track your incoming call volume you should utilize one of the resources in the vault or make a simple tick sheet. No matter what you use you want to know when the phones are busy and why. If your phones are slammed between seven and eight every morning with customers confirming their appointment times then you might want to consider an evening before confirmation call so you control the flow. Or if your techs all call the main number to get their first assignment then a policy or procedural change might be required in that instance as well. Make sure that your decision to add a CSR is based on incoming or outgoing customer calls.
If you keep the customer and your call volume in mind you will know the perfect time to add a Customer Service Representative.