In Industry we are noticing a high percentage of Agent Turnover rate. On average in any Customer Support Department, you may find a 30 – 35% Agent turnover rate. Higher the Attrition rate higher the cost of running a Support Department. To hire an Agent in the Customer Support Department on an average required is […]
Top Strategies for Reducing Agent Turnover in your Customer Support Department Read More »
Support Center Team Leaders play a very crucial role in the Support Center Department. They are the link between the Support Agent & the other stakeholders within the Organization Team. They always work on the Support floor to guide the Front-line Agent if they need any help and serves as an escalation point. Support Center
7 Top Skills required by the Support Team Leaders Read More »
Support Center Team Leaders play a very crucial role in the Support Center Department. They are the link between the Support Agent & the other stakeholders within the Organization Team. They always work on the Support floor to guide the Front-line Agent if they need any help and serves as an escalation point. Support Center
7 Top Skills required by the Support Team Leaders Read More »
Support center Quality Assurance is a process where a Manager, supervisor, QA specialist & Support Team Leader monitor and evaluate how well, support professional handles customer interactions. A well-designed Quality assurance process sets a mechanism to measure the quality and consistency of service delivery, capturing customer insight, identifying trends, service issues, and training/coaching opportunities to
Why Quality Management is Important in Support Department? Read More »
Support center Quality Assurance is a process where a Manager, supervisor, QA specialist & Support Team Leader monitor and evaluate how well, support professional handles customer interactions. A well-designed Quality assurance process sets a mechanism to measure the quality and consistency of service delivery, capturing customer insight, identifying trends, service issues, and training/coaching opportunities to
Why Quality Management is Important in Support Department? Read More »
What is Support Center Metrics? Metric in customer support world is used to measure Performance & Efficiency. Metrics help us to measure the People, Process & technology related to performance. It helps to determine whether they are meeting their Goals, whether they need any improvement or what could be improved. Metric is used to measure
What is Support Center Metrics? Read More »
What is Support Center Metrics? Metric in customer support world is used to measure Performance & Efficiency. Metrics help us to measure the People, Process & technology related to performance. It helps to determine whether they are meeting their Goals, whether they need any improvement or what could be improved. Metric is used to measure
What is Support Center Metrics? Read More »
Support Team Leader Role in SLA (Service Level Agreement) Let us first understand what is a Service Level Agreement? It is an agreement between a company and its customer. It talks about the written commitment which the Company promises the customer to be delivered in the form of services. It has a legal obligation if
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Support Team Leader Role in SLA (Service Level Agreement) Let us first understand what is a Service Level Agreement? It is an agreement between a company and its customer. It talks about the written commitment which the Company promises the customer to be delivered in the form of services. It has a legal obligation if
Support Team Leader Role in SLA & OLA Read More »
While working in the Support Organization we come across various stages but we never know where are we standing. If you are a New/Existing Manager/Head setting up a Department will come across the Tactical and Strategic stage. The word Tactical means short term i.e. the beginning Level. Reactive Stage: New Support: From the picture itself
Customer Support Department Tactical Maturity Stages Read More »
