5 Goal-setting tips for customer service managers

Faith Ocampo Published on January 3, 2017

thinking team leader in front chalk board paper boat drawings

The new year is always a good time to set new customer service goals and resolutions. During this time, most companies review their performance from the previous year and overhaul their business plan.

So customer relations experts and business managers can’t afford to give in to the holiday hangover at this time of the year. Ideally, they must work together with their employees and fellow leaders to come up with new call center strategies and targets. This would let them create policies that take into account the impending changes in the customer experience landscape.
Setting objectives and sticking to them, however, are two different things. The former’s naturally easier, while the latter requires hard work, solid commitment, and harmonious teamwork.
To see your customer support goals through, here are five tips that will make it easier for you to stay on the right track.

1. Acknowledge why you might fail.

worried business executive in meeting

Every organization faces unique sets of challenges that may make it harder for them to achieve their targets. These hurdles may have something to do with your company’s culture and internal processes, shortage in resources, business management lapses, and many others.

The first step in overcoming these problems is to acknowledge that you have them. Specify them one by one, and compile them into a list. Be as objective as you can during this process by actively seeking inputs from your employees and fellow call center leaders.

 

2. Tackle these weaknesses right away.

worried business executives in meeting

Once you’ve identified your weak points, create strategies that would let you cope with them or, at the very least, mitigate their negative impacts. Make a deliberate decision to face these issues and resolve them. Better yet, involve your entire team and organization in your mission to address these weaknesses. Doing so ensures that all parts of your company are functioning properly and contributing positively to the realization of your goals.

 

3. Identify the business practices you’re better off without.

business team in meeting looking printed document

In the field of customer support, there’s always room for improvement. No brand or call center has perfected the art of delivering a satisfying customer experience, although there are indeed some that provide exceptional services.

Still, there will always be something that you can enhance or optimize in the way you interact with your clients, especially in such a highly dynamic industry.

The secret of the world’s most proactive customer service providers is their relentless commitment to work on their shortcomings. Progressive companies aren’t afraid to let go of long-held business management philosophies if they aren’t working anymore. Rather, they set their eyes on new trends that have the potential to bring about better results.

 

4. Make decisions with your team.

business team in meeting discussing ideas

Setting new goals and coming up with new business plans must always be a collaborative process. When you involve key decision makers and employees as you revise your company’s strategies, you get to make smarter, more relevant decisions. You’re able to integrate multiple viewpoints into one cohesive and comprehensive template that equally represents the sentiments of your staff.

 

5. Track your progress throughout the year.

business team working outlining company plans

Monitoring and evaluation are key components of goal-setting and performance management. These two processes are crucial for every customer service firm, especially because they may need to tweak or update their strategies later to suit consumers’ preferences and shifts in the business climate.

The only way to make sure you’re on the right track is to evaluate your performance and compare them with your targets. Scheduling regular meetings with your team and fellow business managers is also necessary so you can discuss the changes you need to make, if any.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Knowing your customers' language and knowing how to speak it isn't enough to deliver an authentic #CustomerExperience.

The culture behind those spoken words means more to your customers than you think.
Find out more: https://buff.ly/e28Yt8N

----------
Create meaningful experiences for your customers with a trusted #CustomerSupport expert: https://buff.ly/lhteQGz

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO 3 days ago
𝗛𝗲𝗹𝗽𝗶𝗻𝗴 𝗬𝗼𝘂𝗿 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗔𝗴𝗲𝗻𝘁𝘀 𝘄𝗶𝘁𝗵 𝗧𝗶𝗺𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁
https://buff.ly/BHHgR6Z

Time management is more than just a metric in #CustomerService
It translates to:
• high productivity;
• impressive #CustomerExperience quality;
• good brand reputations; and
• assured customer retention.

The key here is to encourage your #CustomerSupport team to be mindful of how they manage their time.

----------
Worried about handling critical business needs while managing agent productivity?
Let us worry about program and employee management so you don't have to!

Outsource now: https://buff.ly/4orA88D

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO 3 days ago
One way of ensuring excellent #CustomerExperience is to make sure your in-house or outsourced #CustomerService team recruites high-performing employees.

But finding those employees can be tough! Don't let apathetic or ineffective communicators ruin the customer rapport, satisfaction, and loyalty you've worked hard to build.

𝗟𝗲𝘁'𝘀 𝗶𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘁𝗵𝗲 𝘁𝘆𝗽𝗲𝘀 𝗼𝗳 𝗿𝗲𝗽𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝘀𝗮𝗯𝗼𝘁𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗮𝗻𝗱 𝗯𝗿𝗮𝗻𝗱 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻: https://buff.ly/9xglwf8

----------
Open Access BPO's stringent #recruitment and #training processes ensure that only the best agents represent your brand.

Ready to build a world-class support team?
Contact our #CX experts today over at https://buff.ly/kIT2J3x

#WeSpeakYourLanguage
#CSat #EmployeeManagement
#CustomerSupport
Open Access BPO 4 days ago
Today marks International Day of Awesomeness, a reminder to embrace the extraordinary.

One of Open Access BPO's core values, "Make Awesome Happen," guides us in our commitment to excellence.

We strive to create an awesome work environment for our team, build awesome partnerships that drive success, and ultimately, deliver awesome solutions that positively impact our clients' customers.

#WeSpeakYourLanguage
#AwesomeOABPO #OABPOholidays
#InternationalDayOfAwesomeness
Open Access BPO 4 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮'𝘀 𝗦𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗕𝗹𝗼𝗼𝗱 𝗗𝗼𝗻𝗮𝘁𝗶𝗼𝗻 𝗗𝗿𝗶𝘃𝗲

Open Access BPO Manila's annual blood donation drive last March 5 was a success, with more than 30 employees taking part in this life-saving initiative.

Held two weeks after the Davao team hosted their leg of the program, OABPO Manila's Clinical Services team partnered with the Philippine Red Cross.
Employee blood donations totaled nearly 14,000 CCs, expected to help over 90 patients.

Open Access BPO makes it a point to give back to the community this annual bloodletting event and several outreach programs.

#WeSpeakYourLanguage
#OneForHealth #OABPOCares
Open Access BPO 7 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢'𝐬 𝐂𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝗚𝗲𝗻𝗱𝗲𝗿 𝗘𝗾𝘂𝗶𝘁𝘆 𝐨𝐧 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗪𝗼𝗺𝗲𝗻'𝘀 𝗗𝗮𝘆

On International Women's Day, Open Access BPO acknowledges the significant contributions of women leaders and innovators globally.

This year's theme, #AccelerateAction, reminds us that we must urgently dismantle barriers to gender equality.

Open Access BPO is dedicated to cultivating an environment that empowers women at all career stages.

We support established leaders, high-potential employees advancing within the organization, and emerging talent exploring their professional capabilities.
Our global offices are structured to ensure safe and inclusive spaces, fostering professional development and innovation.

We're committed to building a #diverse and equitable workplace where women are empowered to realize their full potential.
Open Access BPO actively supports initiatives that drive systemic change and contribute to a more equitable future.

#WeSpeakYourLanguage
#OABPOonIWD2025 #IWD2025
#InternationalWomensDay