Many Support Leaders are consistently under pressure to reduce the support cost keeping the quality at a top-level. To do that, they implement lots of good practice. They set KPI’s to measure Service level performance as well as Quality level performance like First contact resolution to increase customer satisfaction scores and Average response time commitment to meet the response time goal. They also look for opportunities to optimize their current support team model to reduce the cost.
When it comes to reducing the cost most commonly in the Support
Industry there is something called the “Shift left strategy which should be implemented
by all the Support organizations. In order to successfully drive it, the support
leader should have experience and knowledge to understand the current pain
points that customer faces while using the product and understand the overall
resolution time and Tier level where each case type gets a resolution end and then
come up with an effective strategy of moving issue resolution to the lowest
cost level in the tiered model.
Example: KVK Software Limited company receives 550 cases every week and we have added the Issue type which is the kind of issue reported at the support with the frequency of case and Tier model with cost per ticket.
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Password Reset Issue: Now if we
see in the above table “Password Reset issue” is costing us $400 per week. So
in order to reduce the support cost, we can come with up a self-service strategy
so that those tickets can be resolved at “Self-service”. In this case, we are
shifting the Password reset issue to “Self Help”
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- FAQ Questions related to pricing: Also the “FAQ Questions related to Pricing” can be shifted to “Self Help” by writing some good Knowledge articles on about how the pricing works, so that 300 tickets can be directly addressed at “Self Help”. If we do that effectively we can save $1200
- How to use the Features: For “How to use the Feature” as a Support Leader we can try to write some good Knowledge articles so that at least 50% of the customers can directly read the article and understand the feature. If you reduce 50% we can save around 200$ per week.
- Bug Cases: Bug cases is something which is handled by Tier 2 Support, support leader can try to identify if they can be moved to Level 1 by training them about how to raise a bug. If we do that, we can save around $140 per week
- Case escalated to Desktop Support: Case escalated to “Desktop Support” is the costly support. So, leaders should try to understand if the case is currently escalated from the Support Center to “Desktop Support by Tier 2. If they find any error or wrongly escalated cases, they can give feedback to the Tier 2 Agent, so that cost is reduced. Every week 30 cases are escalated to Desktop support by Tier 2, so the cost for the company is very high because it also includes the cost of Tier 2 for those 30 tickets. Also support leaders should try to identify whether Tier 2 support can be trained to resolve those “Desktop support “escalated tickets by taking remote assistance so that those tickets coming to Desktop support can be deflected.
As a Support Leader if you are planning to reduce the cost.
Kindly consider the Shift left strategy and implement them effectively in your
support organization.
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