Teamwork: From The Pitch to The Office

With UEFA EURO 2024 the hot topic of coffee-machine catch-ups, it’s the perfect time to draw parallels between the teamwork seen on the football pitch and that within our customer support teams. Read on for some tips to help your customer support team score big, inspired by the strategies of top football teams.



Teamwork makes the dream work

Setting up a new customer support team? Or just want to streamline one that’s already up and running? Here are a few things to consider to get the most out of your team. You don’t have to be a champion coach to put these tips into practice.


  1. Build a Diverse Team of Stars

Specialized Roles: Just as each football player has a specific position, consider the possibility of assigning roles in your customer support team based on individual strengths and skills. Perhaps implement a simplified approach by building in roles like ‘senior agents’, who help support the team.

Team Size: Whether it’s a small team of 2-10 or a larger squad of over 100, ensure everyone understands their responsibilities and contributes to the common goal.


  1. Cultivate Key Qualities

Empathy: Teach agents to understand and share the feelings of customers, putting themselves in their shoes will help them find an agreeable solution, much like anticipating an opponents’ moves can lead to a winning score.

Flexibility: Encourage agents to be adaptable, whether to varying shift patterns or using different tooling and platforms, similar to how footballers may need to adjust their strategies mid-match.

Responsibility: Empower agents to take initiative and tackle issues directly, the best players can address challenges head-on and don’t wait for someone to tell them what to do.


  1. Overcome Challenges with Teamwork

Leverage Peer Support: Challenging cases or complex queries are best handled through teamwork. Encourage agents to seek help and advice from their peers when they’re stuck, just as footballers pass the ball to each other to create scoring opportunities.

Implement Strategic Procedures: Develop in-depth escalation procedures to manage all manner of problems, strategic planning for any eventuality on a pitch is a trademark of successful football teams.


  1. Ensure Consistent Training and Communication

Unified Knowledge Base: Provide extensive training to ensure all agents have the same information and understanding, maintaining consistency in customer interactions.

Regular Feedback: Embrace a culture where agents regularly communicate and provide feedback to each other, just how football players coordinate on the field.


  1. Foster a Supportive Environment

Mentorship Programs: Pair experienced agents with newer members to build confidence and skill, just as seasoned players mentor rookies. This is a great way to start off new employees, but can also be a learning experience for agents who need a gentle nudge to up their game.

Encourage Collaboration: Promote a collaborative environment where agents feel comfortable asking for feedback and assistance.


  1. Share Passion and Enthusiasm

Embrace Common Interests: Use events like the UEFA EURO 2024 to create a lively workplace culture. Many of our employees are avid sports fans, and we have worked with clients in the sporting field, making the connection between football and our work even more significant.
How about letting your agents wear their home country’s shirt on days they are playing, or run an office sweepstake for the winner of the championship trophy.


By applying these tips, you can create a customer support team that operates with the precision, coordination, and passion of a top football team. Just as in football, the collective efforts of a dedicated team lead to victory, whether on the pitch or in providing exceptional customer service.

Now we’re going to go put on our orange shirts and cheer the Netherlands through to the end.

We would be happy to talk to you!

Would you like to know more about online customer contact?
Or are you looking for a partner for your customer contact services?

Read more

Stay up to date with the news, the insights and the latest events at RIFF

Long days, longer hours

19 Jun
Are your support channels available when your customers want them to be? We have 5 factors you should consider when deciding when your support team will be available.  
Read more

Father’s day and customer service

13 Jun
As we prepare to celebrate the father figures in our lives this weekend, let’s see what tips we can take from parenthood, to help us up our customer service game. 
Read more

World Environment Day

06 Jun
With the environment becoming an increasingly pressing issue, companies have no choice but to adjust their practices to become greener. How do we at RIFF achieve our sustainability goals?
Read more

Customer Service Maintenance

23 May
that needs putting together; there’s always something that can be done to keep everything running smoothly and looking great. Did you know that much like a home, your customer service could also benefit from some repairs? Read on to see what we mean.
Read more

Busy Holidays: Keeping your customer service flexibel and sharp

23 Oct
Holidays are a time when many of us try to get away from it all. But for companies in the holiday industry, such as Schiphol Airport and other travel companies, it means a flurry of activity. Customer service teams can be overwhelmed by an avalanche of questions and problems. As a business, how do you stay calm, keep your customers happy, and your team in good spirits? 
Read more

From script to human: The customer service revolution

31 Oct
The switch to wintertime not only means an extra hour's sleep (or for night-shift workers, an extra hour's work), but also a period of reflection. For example, many people rethink the status of their energy contracts, a process that inevitably leads to contact with a customer service centre...
Read more

How Contact Centres Can Embrace GDPR

29 Jan
At the heart of our digital society lies the essential value of privacy, especially in contact centres where a flow of personal data is processed daily. Today, on Privacy Day, we focus on the General Data Protection Regulation (GDPR), a crucial legislation born from the growing need to protect individual privacy rights in an increasingly connected world.
Read more