Support Supervisor Learning

Average Wait Time is a crucial metric in the Customer Support Department that measures how effectively the team meets customer expectations for prompt responses. Setting an Average Wait Time goal is essential to ensure customers receive timely assistance, maintaining their satisfaction and trust. Average Wait Time is typically measured across two primary live support channels: […]

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

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

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

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

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

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 (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

There are various channels which company can choose like Phone, Onsite support, Live Chat, Email. Now all this channel has its own Advantages & Disadvantages. Let’s understand them individually. ·         Phone Support:  It is a traditional mode of Support in which the company provides support via Telephone. Benefit of Phone Support 1)      It enables quick

There are various channels which company can choose like Phone, Onsite support, Live Chat, Email. Now all this channel has its own Advantages & Disadvantages. Let’s understand them individually. ·         Phone Support:  It is a traditional mode of Support in which the company provides support via Telephone. Benefit of Phone Support 1)      It enables quick