Businesses Investing Even More in Customer Service Capabilities

By Jordan Quigley, North American Vice President, Robert Half

Our founder, Robert Half, was fond of saying, “When the customer comes first, the customer will last.” And I will add, the company will thrive.

In this highly competitive business landscape, companies are investing in new systems, processes and strategies to improve the customer experience. Why? Because businesses are learning how closely high-performing customer service is tied to delivering revenue, meeting key performance indicators and growing the customer base.

At the same time, as customer service duties are transforming, forward-thinking business leaders are redefining these jobs to focus on elevating the customer experience in ways that strengthen connections between a brand and its customers. They are also expanding service teams, investing in technology tools, increasing professional development and raising compensation.

But for many employers, expanding customer service capabilities hasn’t been easy. In a Robert Half survey, more than 300 hiring managers working in the administrative and customer support fields identified their greatest challenges managing customer service teams, and topping the list was hiring and training staff, followed by adopting new technology and tools, and employee engagement and productivity.

Fortunately, most of these challenges can be tackled by adding more customer service professionals and continually developing their skills through customized training, coaching and mentoring.

Fortunately, most of these challenges can be tackled by adding more customer service professionals and continually developing their skills through customized training, coaching and mentoring.

Bigger customer service teams

Our research shows companies are adding more customer service positions — or plan to. Nearly all (96%) hiring managers in the administrative and customer support fields plan to hire in the second half of 2023, while nearly 6 in 10 hiring managers (57%) plan to hire more contract staff.

It’s smart to add staff these days because customer service teams are more stretched than ever. Burnout is a real concern, so ensuring manageable workloads will increase engagement, productivity and retention.

Still, 88% of hiring managers face challenges finding skilled professionals. For our clients with these concerns, we have proven strategies for successful customer service hiring. And to make sure they are being paid market rate, we encourage using the Robert Half Salary Guide.

Recognition — two ways

We already know today’s customer service roles require more technical, problem-solving and negotiation skills. Today’s professionals want and deserve more recognition for what they do — and employee appreciation is a significant element of company culture.

You can show your appreciation in two general ways: Recognize their success with tangible rewards and accolades, and recognize their individual needs as they balance their work and personal lives.

More technical training and tools

Companies are offering training and tools to help customer service teams optimize new and emerging business technologies that can elevate the customer experience.

According to our research, the most in-demand skills that hiring managers would offer higher salaries to customer support professionals are:

1. Customer experience
2. Project management
3. Microsoft 365
4. Social media

And managers who were surveyed cited the hottest certifications customer support professionals:

1. Microsoft 365
2. Google Workspace
3. Direct contact service professional (DCSP) and DCSP life-certification
4. Certified customer service professional (CCSP) and CCSP life-certification

More focus on mentoring, coaching

Professional development opportunities are key to improving employee retention and productivity, with 54% of hiring managers planning to expand professional development opportunities to individual contributors on their administrative and customer support teams.

Providing a formal leadership development program, in particular, can help team members cultivate the skills they need to grow professionally and move up the ladder. It can also help employees feel more connected to the business and understand how their work adds value.

Follow Jordan Quigley on LinkedIn.