'If it aint broke, dont fix it.' Grace Bauer would probably tell you that this is the wrong approach to take with your staff. In this document, Bauer gives you thoughtful ideas for keeping your CSRs fresh and motivated.
In today’s economy, it’s understandable that agencies are trying to do more work with the same number of employees, or even fewer.
At the same time, we need to realize the importance of CSRs to the business and the need to keep them from burning out. Treat your CSRs well, and the rewards will come back to you many times over.
A DAY IN THE LIFE OF A CSR
Would you want to work like a CSR? Interruptions alone can drive you crazy. Another employee just doesn’t understand how to rate on the system, no matter how many times you go over the process. The phones ring so often that it’s hard to finish one job without taking another call.
The producers can’t seem to do anything for themselves. “You want what? Those files are in the same cabinet they’ve been in for the past 10 years.”
The heavier the CSRs’ responsibility and workload, the greater your agency’s vulnerability to a nasty E&O claim.
(QUIET) TIME OUT!
Start quiet time today. Give each CSR at least two blocks of time per week (for example, Mondays and Wednesdays from 8:00 a.m. to noon, or Tuesdays and Thursdays from 1:00 p.m. to 5:00 p.m. Make sure that there’s no overlap.
CSRs need this time to organize their work area, work on special projects, review policies, or just get caught up on backlog. To curb interruptions, circulate a memo with the quiet time schedule to all employees. Hang a red flag on the CSR’s desk during quiet time. If necessary, isolate them behind closed doors. Get other employees to cover their phone calls or take messages for them. Be flexible: Realize that it might be essential to put some calls through.
Producers tend to feel that they need answers from CSRs yesterday. However, producer-principals should appreciate the need for CSR quiet time to increase their agency’s efficiency, decrease exposure to E&O claims, and, most importantly, grow revenues and earnings.
GIVE `EM A BREAK
Be flexible with time off and personal time. If a seriously overworked CSR is stressed, let them leave the office for a while just to take a walk or even a drive. Some agencies give CSRs half days off during the week. Believe it or not, their work gets done. Just knowing they have the time off can do wonders in helping CSRs work far harder and more efficiently because they tell themselves, “Because I want my Tuesday afternoon off I’m going to make sure everything’s perfect before them.”
CONCLUSION
Because it’s difficult to find good CSRs, try to keep them as long as possible. Do what you can to make them happy. Ask your CSRs what kinds of benefits they want.
Do it today and you’ll reap the rewards tomorrow!