Establishing New Support Center

Build a High-Performance Support Team From Day One—or Redefine What’s Not Working

Whether you’re launching a new customer support operation or revamping an existing one, our end-to-end consulting service equips you with the structure, tools, and processes needed to deliver exceptional service from day one.

🔍 What’s Included

🧭 Support Model Selection

We help you define the best-fit support model based on your business needs (e.g., 24×7, 24×5, or regional coverage).

🔌 Channel Selection

Identify the ideal mix of support channels—Email, Chat, Phone, or Social—based on your audience and industry.

⚙️ Technology Setup

Choose and configure the right helpdesk platforms, chat tools, and automation systems. We also design smart workflows for seamless operations.

⏱️ SLA Design

Define Service Level Agreements and create escalation workflows to meet (and exceed) customer expectations.

🔄 Process Design

We design custom support workflows tailored to your product, services, and customer journey.

📚 Self-Service Knowledge Base

Set up a public-facing self-help portal to reduce ticket volumes and empower your customers.

👥 Recruitment Model & Job Roles

Create your hiring model and define job descriptions across all support roles—Agents, Leads, and Managers.

📅 Workforce Management

Establish a resource planning model that ensures SLA compliance and anticipates customer needs.

🧑‍🏫 Training Programs

Develop onboarding and ongoing training plans that enable continuous learning and readiness.

🔐 Internal Knowledge Transfer System

Create a private, just-in-time knowledge database for agents and team leads.

📈 KPI & Performance Management

Design monthly KPIs, annual appraisals, and 360° performance management systems to track individual and team growth.

📜 Policies & Procedures

Establish attendance, leave, behavioral, and conduct policies that reinforce accountability and professionalism.

✅ Case Quality Evaluation

Implement a framework to audit support interactions and ensure consistent service quality.

📑 Standard Operating Procedures (SOPs)

Deliver detailed SOPs and a comprehensive handover document for business continuity.

🔁 Process Health Checks

We conduct bi-weekly reviews to track progress, monitor KPIs, and recommend improvements.

🎯 Ideal For:

• Startups launching a support function from scratch
• Businesses undergoing rapid scale-up or expansion
• Companies shifting from reactive to proactive customer service
• Organizations aiming for ITIL-aligned support practices

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📞 Want to Build a World-Class Support Team?

We’re ready to guide you through every step of setting up or reengineering your support function.

📧 Email us at: tcsstraining@gmail.com
📞 Call us on: +91 9892947907

Let us know your current situation, and we’ll tailor a solution that fits your goals.