The importance of measuring team morale for customer support and why we’ve made this easier

Surfboard's eNPS tool, rate my shift
Written by:
Picture of Natasha Ratanshi-Stein

Natasha Ratanshi-Stein , Founder & CEO

Attrition in customer support stands at 40% per year. One of the biggest complaints customer support agents (surfers) have is that their needs aren’t recognised when they are being scheduled.

Whether it’s the specific hours they work, or burnout happening as a result of what they are scheduled on during the day, the only way to tackle worsening morale and subsequent employee turnover is by having the right data to inform the right conversations and actions.

That’s why we’ve built our newest “rate my shift” feature. This allows your customer service team to share how their day was in just one click at the end of each shift.

Employee attrition in customer support is a serious concern for businesses across various industries. Whether you operate in industries like e-commerce, financial services, utilities, telecoms, SaaS or healthcare, high turnover means your service levels, customer satisfaction and operational efficiency will all deteriorate.

The demanding nature of customer support roles, characterised by constant interaction with customers, handling complaints, and meeting strict performance metrics, often leads to burnout and job dissatisfaction among employees. Aside from scheduling challenges, other factors such as lacking progression framework, inadequate training, and insufficient recognition can contribute to attrition in this field.

Addressing employee attrition not only preserves institutional knowledge but also helps maintain a high standard of service, ultimately benefiting both the company and its customers.

Unfortunately there is no way for managers to know the exact sentiment of their team members. Leaving them to chase their tails when employees eventually resign.

One-click feedback 🌟

Say goodbye to lengthy feedback forms. With ‘Rate my shift’, surfers can now rate their shifts anonymously with a single click.🖱️ It’s straightforward, it’s quick, and it’s a direct way to understand how your team feels about their workday.

Dive deep into team happiness 📊

Surfers submit availability and it is instantly synced to Surfboard

Managers, we’ve got your back! Dive into the performance page and get a clear view of your team’s happiness score. With this feature, you can get a snapshot of your team’s mood, ensuring that you’re always in-tune with their needs and feelings.

Why ‘Rate my shift’ is a game-changer 🏄‍♂️

Traditionally, managers have relied on external, system driven metrics to inform their scheduling decisions. While these metrics can provide valuable insights, they also sideline the importance of team sentiment.

‘Rate My Shift’ corrects this by capturing the collective feelings and moods of the agent (surfer) for each shift. By integrating both external metrics and team sentiment, managers gain a view that optimises scheduling and fosters a work environment where surfers feel heard and valued. This dual approach ensures that schedules resonate with the entire team.

Grab your board and start exploring this amazing feature today!

Curious to learn more? Read about our other features here or click the link below to book a demo with our team.

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