Ways to Structure your Customer Support Team

Perhaps you might be wondering what a great customer support team feels and looks like. How can organizations provide excellent customer service amidst fast growth and the variations that come with it? What skills do staff members and managers need to understand and assist the agent efficiently?

Our article has provided frameworks and tactics to enable you to build your support team. These strategies will help you to keep up with the fast pace of the growth of your company. To learn more about this, kindly scroll down and keep reading.

Top Four Ways to Structure Your Customer Support Team

1. Build Sub-Teams with Distinct Specialism

An essential aspect of structuring a customer service team properly is by building sub-teams with distinct expertise. For instance, you can put agents in place to act as the first contact between the company and customers. Their duties will be to start live chats, answer calls, and taking people’s queries and details.

These agents will either have the resources or knowledge to fix challenges themselves or pass the client on to colleagues who have specialist training.

This is crucial for organizations in the technology industry, where there may be interactions in very tricky areas. Here, you want to ensure sufficient specialty agents present to handle the ton of incoming queries. Having only two to three agents to accommodate the hundreds of challenges can lead to a backlog.

Pay attention to the major types of queries you are likely to get first. Equipping all agents with the same knowledge level on services or products will be more practical to avoid long queues.

2. Use an All-or-Nothing Structure of Channel for Customer Interactions

You want to ensure that your customer service agent has good knowledge of using multiple channels of communication. Live chats, phones, social media, and email all exist, and you can take advantage of them.

Many customers require real-time support on all of the available channels. At the same time, some others desire to speak with the same agent as with their previous conversation. Regardless of the method used.

An all-or-nothing tactic is convenient for clients, and it ensures they get assistance through any platform they find most suitable for them. While creating a customer service team, segment staff across various channels -some on the phone, others on live chat, some others on social media, etc. Or you can train everyone to be excellent on all channels.

While doing this, you want to ensure that you do not take more agents to less active channels and fewer agents to more active channels.

3. Set up an Explicit Hierarchy

You want to implement an explicit hierarchy when creating your customer service team. You want to put someone in place who takes the lead, handles agents failing to play their roles, and make decisions.

This is why you need to have many managers and team leaders. While doing this, consider the size of your team because this factor will determine how many you will need. For instance, you have a team of about eight, one manager or team leader would be fair. From ten and above, you will need more than one team leader.

4. Redefine your System Team Roles

This point is very crucial. When starting a customer service team, you want to understand how service team roles work. You want to ensure that you know which service team matters the most and why it matters the most. Doing this will enable you to appoint the right people in different places.

Below are crucial positions and highlights or their roles:

* Team Leader

Team leaders are responsible for making sure their group hits targets. Keep the team members motivated, perform specific standards, and generally overseeing their group agents.

In very challenging situations, they may have to speak to clients from time to time.

Team leaders may be promoted from different service team roles or hired to play a team leader’s role.

* Supervisor

The duties of a supervisor are similar to the responsibilities of a team leader. However, they may have a closer connection to management compared to other service team roles.

Supervisors may communicate with customers if they need to lay complain about something or if the client requires an apology from someone higher.

* Trainer

You might want to hire a person who trains or coaches your call center agents.

Training or coaching is vital to enable agents to develop new skills and improve their performance for better service.

Call center trainers may work with QA analysts to create programs that fix issues. This can be detected while quality assurance is ongoing.

* Call Center Agent

Call center agents are your frontline experts: they spend most of their time communicating with clients on one or more channels – live chats, phone, etc. their duty is to pick calls, trash issues, devise solutions, and keep your customers satisfied that they would want to come back.

Because of your call center agents’ roles, you want to ensure that they have solid communication skills, are excellent listeners, and can feel callers’ plights and show empathy.

They must understand the importance of good customer service.


It takes time, planning, and effort to build a customer service team. You do not expect your team to swing into action. It gets better with the improvement that can take months to years.

It is good you know your customers’ expectations and base. This will enable you to construct your team to cater to the needs of your customers adequately. You also want to have customer support specialists who know their onion.

I hope my tips help you to structure your team effectively. At Monify Media, we can help you soar traffic, leverage your data, and optimize your website. Contact us today.

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