Optimizing Support Services Hiring: Enhancing Operational Efficiency and Customer Satisfaction

Support Services Hiring

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In this fiercely competitive business landscape, companies across various industries are constantly seeking ways to stay ahead of the curve. One often overlooked yet crucial aspect of this pursuit is the strategic hiring of support professionals. Whether it’s legal support professionals, office support professionals, HR support professionals, or marketing professionals. The people you bring on board in these roles significantly impact your operational efficiency and, ultimately, your customer satisfaction levels.



In this blog post, we delve into the importance of optimizing support services hiring and how it leads to tangible improvements within your organization.


The Critical Role of Support Services Professionals



Before we dive into the optimization strategies, let’s acknowledge the vital roles that support services professionals play in an organization. Whether you’re a law firm, a corporate office, or a marketing agency, these individuals form the backbone of your operations.


Legal Support Professionals: Navigating the Legal Landscape



Legal support professionals, including paralegals, legal secretaries, and legal assistants, are the unsung heroes of law firms and legal departments. They help attorneys manage caseloads, conduct legal research, draft documents, and ensure that legal proceedings run smoothly.



In a recent survey of law firms, it was found that a staggering 75% of firms reported a direct correlation between the quality of their legal support staff and client satisfaction. Therefore, efficient legal support professionals improve case outcomes, reduce litigation costs, and enhance the overall client experience.


Office Support Professionals: The Organizational Glue



Office support professionals, such as administrative assistants, executive assistants, and office managers, are the glue that holds businesses together. They manage schedules, facilitate communication, and keep the day-to-day operations running smoothly.



Research indicates that companies with effective office support professionals experience 20% fewer scheduling conflicts and 15% fewer communication bottlenecks. This directly translates to increased productivity and higher customer satisfaction.


Marketing Professionals: Crafting the Brand Image



Marketing professionals, including digital marketers, content specialists, and graphic designers, shape a company’s brand image and drive customer engagement. Their ability to create compelling marketing campaigns makes or breaks a business in today’s digital age.



A study found that companies that invest in top-tier marketing talent are 30% more likely to achieve their revenue goals. Effective marketing professionals not only attract new customers but also retain existing ones, thus boosting overall customer satisfaction.


The Stakes are High: Optimizing Support Services Hiring



With the significance of support services professionals established, let’s explore why optimizing their hiring is critical.


Operational Efficiency: The Cornerstone of Success



Efficient support services professionals streamline operations, reduce friction, and ensure that the organization functions like a well-oiled machine. Any inefficiencies in these roles lead to costly errors, missed opportunities, and frustrated clients.



According to a recent industry report, 68% of companies have reported a significant improvement in operational efficiency after optimizing their support services hiring processes. This not only saves time and resources but also enhances the overall work environment.


Customer Satisfaction: The Ultimate Goal



Customer satisfaction is the ultimate goal for any business. It’s not just about providing a quality product or service; it’s also about the customer’s overall experience with your organization.



A study conducted by a leading customer satisfaction research firm found that 92% of customers are more likely to remain loyal to a company if they have a positive experience with its support and customer services. Therefore, this underscores the direct link between hiring the right support professionals and customer satisfaction.


Strategies for Optimizing Support Services Hiring



Now that we’ve established the importance of optimizing support services hiring, let’s explore some strategies to help you attract and retain the best legal, office, and marketing support professionals.


Leverage Data-Driven Insights



In today’s data-driven world, make use of analytics to identify the specific skills and qualities that contribute to success in support roles. Analyze past hiring patterns and employee performance to create data-driven job profiles. Accordingly, this helps you attract candidates who are more likely to excel in their roles.

Search jobs



For instance, if you’re hiring a legal support professional, analyze your top-performing paralegals’ qualifications and experiences to inform your hiring criteria.


Consider Working with a Staffing Firm



Working with a reputable staffing firm is a strategic move to enhance your support services team. Staffing firms specialize in talent acquisition, and partnering with one provides several advantages:



  • Access to a Wider Talent Pool: Staffing firms often have access to a diverse range of professionals with varying skill sets and experience levels.
  • Faster Hiring: Staffing firms have established processes and networks, allowing them to identify and place qualified candidates quickly.
  • Expertise in Candidate Screening: Staffing firms excel in screening candidates for suitability. Correspondingly, they assess candidates’ qualifications, conduct background checks, and verify references, ensuring that you receive well-vetted candidates for your support positions.
  • Flexibility in Staffing: If your support service needs fluctuate seasonally or due to project demands, working with a staffing firm provides you with flexibility. Eventually, you are able to easily scale your support team up or down as needed.
  • Cost Savings: While there are fees associated with staffing firms, their expertise saves you money in the long run.
  • Focus on Core Activities: Partnering with a staffing firm allows you to focus on your core business activities while they handle the recruitment process. This is especially beneficial if you have limited HR resources.


Incorporating a staffing firm into your hiring strategy complements the other strategies mentioned earlier and provides a valuable resource for sourcing, vetting, and securing top support services professionals for your organization.



All in all, optimizing support services hiring is not just a matter of filling vacancies. It’s a strategic imperative that has a profound impact on your organization’s operational efficiency and customer satisfaction. Don’t underestimate the power of your support services team; they are the unsung heroes who take your business to new heights.



If you are looking for support service professionals, don’t hesitate to get in touch with us!



About Phaxis

Founded in 2002, Phaxis is now one of the country’s leading recruitment firms. Specializing in
healthcare, information technology, accounting, financial services recruitment, office support, legal, HR,
and marketing, Phaxis partners with highly qualified talent and top employers to create rewarding
career opportunities that result in long-term success for candidates and employers. Visit us at

Drew Anson

Chief Delivery Officer

Drew Anson is Chief Delivery Officer at Phaxis, a Workforce Solutions Company based in New York.

In this role, Drew leads the delivery and recruiting working closely with the leadership team to define a model that is efficient at supporting the firm’s current needs and is scalable for future growth.

Drew is a seasoned executive with more than 13 years of Services & Recruitment experience. In that time, he has supported numerous Fortune 100/500/1000 organizations across industries by providing global workforce solutions, namely resources and thought leadership for large-scale projects, implementations, and managed services.

Prior to joining Phaxis predecessor firm Park Hudson in 2021, Drew spent three years at engineering technology and talent solutions firm, Collabera, as Director of Sales in North Carolina. Earlier in his career, he spent nearly eight years at Insight Global, most recently as Sales Manager of the Columbus, OH office.

He holds a degree from Central Michigan University in Sales & Marketing.

Favorite Book:   Extreme Ownership – Jocko Willink & Leif Babin
Favorite Team:   Michigan Wolverines
Inspirational Quote:  “There is no substitute for hard work.”  – Thomas A. Edison