Top 10 Questions to Ask When You Hire Your Next Call Centre Representative Asking the applicant what they think working in a call centre looks like can help gauge their
AI has already fundamentally shifted our approach in many industries already. And customer service is no different. Experts believe in the coming years we will eventually reach a point where
The world and all of its industries have adapted to the technological changes and new era of information data. Well except for one – the customer service industry. They are
Matthew Caron, Head of Customer Support at OpenTable joins us in this episode of Support Ops Simplified to discuss OpenTable… Connect with Matthew and OpenTable here: Matthew Caron OpenTable Key Takeaways: Matthew’s
Creating a customer-centric business Everyone lives by a certain set of rules and businesses are no different. Where some people prioritize family over friends and vanilla over chocolate, businesses also
Stephen Noone O’Connor, VP of Customer Experience at Roadmunk joins us in this episode of Support Ops Simplified to discuss Roadmunk’s … Connect with Stephen and Roadmunk here: Stephen Noone
Improving the Customer Experience Post-Purchase Customer experience, while being a new term for businesses to use, is not a new concept. Since the dawn of time, the experience of a
Productivity Tips for Remote Work With the spread of COVID-19, everything seems to be shutting down. The NBA suspends all games, restaurants are closed for a few weeks, and naturally,
Hannah Clark Steiman, Chief Operating Officer at Peak Support joins us in this episode of Support Ops Simplified to discuss CSAT response rates, how Peak Support is scaling their support
Hannah Clark Steiman, Chief Operating Officer at Peak Support joins us in this episode of Support Ops Simplified to discuss CSAT response rates, how Peak Support is scaling their support team and how to best adhere to your values.
Connect with Hannah and Peak Support here:
In 2008, Hannah left the world of journalism and joined another business as head of communication… this still didn’t give her the answer of what she wanted to do and therefore she progressed and completed an MBA.
At around the same time, Hannah’s husband created a business called Peak Support: a customer service agency, Hannah joined as COO.
Most founders know their product, sales and marketing strategies really well… they don’t know how to scale support teams. This is where Peak Support comes in…
Hannah advocates for hiring higher skilled agents in the early stages as at his growth stage, you need high skilled agents to deal with this uncertainty.
These fit into three categories: efficiency, customer satisfaction and Q/A:
Peak Support see clients with CSAT response rates between 5-40%, Hannah that the best way to a high response rate is to keep it simple!
In terms of understanding whether the CSAT response is given about the product, the rep or the policy – Peak Support manually review all of these that are not satisfactory to understand what the issue is.
They have a dedicated recruitment team looking for people that are a great fit. Peak Support are also 100% remote, this is an advantage as it enables them to access the best talent, wherever they are. This also aids with hiring more experienced resources, as sometimes these people prefer to work from home.
Like of all their clients, Peak Support are looking to scale… and therefore their biggest challenge will be to scale the team and culture with