Every last Wednesday of the month, various people from the tax sector meet for a group call via Microsoft Teams. They discuss a range of topics, such as leadership, the methods or tools used within the company, or – as was the case on 23 February 2022 – customer support and recruitment.
How to search for support staff:
Right at the start of the round, the barrel is on the subject of support Opened. How do you find staff? Within a few minutes of the interview, it becomes clear that only long-term support staff can actually provide high-quality support. But how do you motivate your staff to stay with the company in the long term?
One way of doing this, for example, would be, Recruiting apprentices. Once they have completed their training, some choose to stay on. This is a key foundation for ensuring a high-quality working relationship with staff. The apprentices who choose to stay actually want to work for the company.
How to ease the workload on support staff:
One of the ways, the support staff:s To reduce the workload, as much as possible should be automated. In order to automate processes, they must first be digitised. Automation must then be implemented on a case-by-case basis and tailored precisely to the processes in question to maximise the benefits. At hsp, many processes are automated, meaning customers require less support; and should they do need it, they can be assisted more quickly.n.
Online support without staff:
Videos are becoming increasingly popular. If a picture is worth a thousand words, a video is worth more than a thousand pictures. Videos are dynamic and provide step-by-step instructions on how to solve a problem. In the hsp.community There are lots of videos and guides available. Many problems are usually solved by viewers within a few minutes.
Furthermore, the hsp website features a chat function where you can be put through to a support representative straight away if you have any questions.
“Communication is everything, especially in customer support.“ – Paul Liese
You shouldn’t waste any time. When a customer enquiry comes in, it’s important to respond quickly and not keep the customer waiting. In some companies, everyone helps out with customer support; there’s a single phone number that anyone can answer to assist the customer.
Another solution is to assign the right ticket right at the start, as soon as the customer enquiry comes in. This ensures that a specialist is always on hand to help the customer. However, this isn’t always feasible, for example if the problem relates to an interface rather than the product being offered. In the case of simple problems – such as those relating solely to computer settings – these can be resolved with the help of a video, and no expert is required. It is also very useful, Record videos for all sorts of situations, as this makes the process much smoother for the customer – unless it’s just a matter of minor tasks such as changing a password. Individual issues are best resolved by creating a support ticket.
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How can I find long-term staff and experts?
Towards the end of the session, the discussion turns to apprentices and how the processes with the Chamber of Commerce work. The Chamber of Commerce is very pleased when new businesses come forward that wish to provide apprenticeships, and provides them with strong support in this.
Or the company takes on working students. Once they have completed their studies, they decide to stay on at the company. The advantage here is that they have already worked at the company for some time and do not need a settling-in period.
Experts can even be found on the international market, such as freelancers from other countries who can work for the company. This gives you a much wider choice of potential employees and business partners.
Some sources where you might look for potential employees:
Connecticum – a student magazine, where you can find working students: https://www.connecticum.de/unicum
Indeed.com – We’ve had some good results with this approach, even without spending any of the budget on the job advert.
LinkedIn.com – a job board where applicants can form their own opinion of the company directly on LinkedIn.
The TaxTech Roundtable always takes place on the last Wednesday of the month. Would you like to join us next time? If so, make a note in your diary for 30 March at 5 pm and sign up via this page: https://taxtech.de/
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