When businesses are growing rapidly, the focus is generally on revenue and getting more of it, and not necessarily on how you deliver that product or service. This can create large inefficiencies in the daily processes that your team is working on. In particular, growing a business can be like reinventing the wheel as there is no time to go outside and work out how others solve this problem.
It’s been estimated that over 90% of Fortune 500 companies use some sort of outsourcing to assist with their operations. There’s a reason for that!
As businesses grow, processes naturally need to be added and tweaked. Some of these add real value to your bottom line, but some don’t. Many companies claim that their customer service function is a real value-add, but do you have data that proves you actually add customers because of it?
Time is finite. Ideally, some of the most productive and engaged minds in your company reside in management. Each of these leaders only has so much time in a day.
As businesses grow, they get more complex. That’s just a fact of life. The problem is that this can lead your company leadership to get bogged down in items that don’t contribute directly to the larger vision and mission of your company. In fact, a Harvard Business Review article states that the typical company’s senior executives spend less than three days each month working together as a team—and in that time they devote less than three hours to strategic issues.
Enshored has been awarded as one of the Best Companies for Diversity in Comparably Awards for Q4 2019. This is a reflection on how diverse employees feel and rate their work experience at Enshored across various culture dimensions.
“We are delighted to be recognized once more by Comparably, this time for diversity,” said Ian Jackson, CEO of Enshored. “We understand that to build an excellent business means tapping into and developing every type of talent and we welcome anyone with the right attitude and competencies at Enshored.”
In Six Sigma, reducing variation is principle #2. It’s noted that when planning for Six Sigma, variation is undesirable because it creates an uncertainty of achieving your desired outcome. If the desired outcome you’re seeking is always profitability – then anything that may deviate from that model should be evaluated.
Savvy companies know that in order to grow, more resources need to be applied to products and services that perform. Often, that means weeding out options that may be under-performing. The trouble is, some companies don’t have the data to know the difference. It’s important to develop a process for pulling data on the performance of your offerings. Sit down and take an objective look at how each category is performing, and make a commitment to decrease the offerings that are not up to par in each.
In the final part of our series on customer service, we will bring everything together by looking at the process. Process – how you do things – is critical. You can have the right tools and the right people, but without a clear and consistent process to manage things, you will not be able to deliver great customer service.
This is the second part of a short series on how to deliver great customer service. The first part focused on having great technology to support your team, the next part then is to have the best possible team.
If you have a business with customers, you need some sort of customer service. If you want to have a good business, you are probably thinking you need good customer service. And if you want a great business, you need great customer service. It is unavoidable if you are going to compete.
So what makes great customer service? We shall dig into that question and tackle some of the challenges we see at Enshored each day.
Hi, I’m Marky, Team Leader at Enshored! I look forward to seeing my team every day, and I’m always motivated to come to work with positive vibes!
Why do I think I was chosen for the team lead role?
I was chosen for the role of Team Leader because the company saw something in me that showed I was the right fit for the job. I have previous experience in handling teams of people, so I was really happy to accept the position. Even before I became a Team Leader, I always pushed myself to learn new things and enhance my skills.
I’m Andri, Team Captain at Enshored. As someone who works closely with Back-Office Support, I’ve found that data analysis is a critical process. Whilst all data is important, continuous data analysis enables us to more easily identify trends, spikes, and periods of increased/decreased demand. The understanding of consumer behavior is integral to the success of any business.