What do you do if your technical support team lacks diversity and inclusion?

1 Assess your current situation

The first step is to evaluate how diverse and inclusive your technical support team is. You can use various metrics, such as gender, race, ethnicity, age, disability, sexual orientation, or education level, to measure diversity. You can also use surveys, interviews, or feedback tools to assess inclusion, which is how your team members feel valued, respected, and supported. By identifying the gaps and challenges in your current situation, you can set realistic and specific goals for improvement.

2 Recruit and retain diverse talent

The next step is to attract and retain more diverse talent for your technical support team. You can do this by expanding your sourcing channels, such as using diverse job boards, networks, or referrals, to reach out to more candidates from different backgrounds. You can also review your hiring process, such as using structured interviews, blind resumes, or diverse panels, to reduce bias and ensure fairness. Moreover, you can offer competitive compensation, benefits, and career development opportunities to retain your diverse talent and prevent turnover.

5 Monitor and evaluate your progress

The fifth step is to monitor and evaluate your progress on diversity and inclusion in your technical support team. You can do this by collecting and analyzing data, such as diversity metrics, inclusion scores, customer satisfaction ratings, or employee engagement levels. You can also solicit and act on feedback, such as from your team members, customers, or stakeholders. By tracking and reviewing your progress, you can identify what works and what doesn't, and make adjustments as needed.

6 Seek external help if needed

The final step is to seek external help if needed. Sometimes, you may not have the resources, expertise, or time to improve diversity and inclusion in your technical support team by yourself. In that case, you can seek external help, such as from consultants, coaches, or trainers, who can offer you advice, guidance, or support. You can also collaborate with other organizations, such as industry associations, diversity networks, or community groups, who can share best practices, insights, or resources.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?