C-level executives often complain that they want to help improve customer service, but they have too many other responsibilities to worry about on a daily basis and don’t have the time to stay up to date about rapidly-changing customer preferences. This, after all, is why they hire others to manage it.
Our advice is for executives is there is a lot they can offer without having to get too far into the customer service weeds. Whether you are outsourcing operations or trusting your team members to handle it, you can still play an active role in shaping your department. You don’t have to be a customer service expert to do this.
Here are some possible topics to explore during your next meeting with your customer service team:
- Cybersecurity: What used to be a problem for IT managers only, cybersecurity is now an issue that all departments need to account for. So when you sit down with your customer service team, ask what measures are being taken to improve device and account security. For instance, are employees up to date with the latest cyberthreats? Is data being backed up on a regular basis? Don’t be afraid to ask hard-hitting questions about cybersecurity, so that you can have a better understanding of how safe your department is.
- Outreach strategy: Take a look at your recent fundraising efforts, and ask what’s being done to improve them. Remind your team that donor ecosystems are fragile, and must be properly maintained in order to keep generating year over year revenue. As you assess your marketing strategy, check and make sure that content is playing a role in helping drive sales and donor participation. The more you nurture your donors with high quality content, the more interested in your brand they will remain — and the more likely they will be to offer support when donation time rolls around.
- TCPA: The Telephone Consumer Protection Act (TCPA) is a law that restricts the way that companies are allowed to communicate with customers about offers and promotions. Failure to comply with TCPA protocol — which changes periodically — could result in heavy fines and a tarnished reputation. Make sure that your team is up to date with TCPA code to avoid running into avoidable complications.
- IVR effectiveness: For most companies, interactive voice response (IVR) remains the most widely-used mechanism for customer self service. An IVR, however, is only as effective as the intelligence and underlying management system that is powering it. It may be time to update your IVR to incorporate the latest in artificial intelligence and data processing. This technology, after all, is responsible for greeting customers over the phone so it needs to be user-friendly, easy to update and reliable.
- Cost reduction: One of your primary jobs as an executive is to keep costs low. Strive to create a department that is financially lean, versus one that is continually operating in the red zone. Before your next meeting, consider asking your managers for their input on what could realistically be eliminated without negatively impacting daily operations. It may be time to consider reducing your reliance on expensive in-house technologies, or even staff members. Outsourcing is a fantastic way to slash costs in a responsible and strategic manner.