What you’ll learn
- Existing & New Support Employees will learn about the various Career option available in the Customer Support Department right from joining as a Customer Support Agent to the level of Customer Support Manager/Customer Support Director
- Employees will learn how they become Voice of the Customer for the Organization
- The organization will learn about the Mission & Vision of the Customer Support Department
- Employees & Organization will learn the various Stages of Customer Support Department
- Employees & Organization will learn how Agent Interactions impacts Customer Lifetime value
- Employees will learn the skill set required to make a powerful interaction
- Organizations will learn why the Customer Support Department is not a COST center instead it is a VALUE Center and invest in Customer Support Training & technologies to provide an Exceptional & Quality service to their clients.
What you’ll learn
- Existing & New Support Center Team Leader will learn the overall best practice which exists for Support Center operation Team
- Existing & New Support Center Team Leader will learn how to establish an effective Leadership & Management skillset
- Existing & New Support center Team Leader will learn how to manage the front-end Support operation Team
- Existing & New Support center Team Leader will learn how to build a highly effective Team
- Existing & New Support center Team Leader will learn about the Metrics and its importance associated with their Role & Support Department
- Existing & New Support center Team Leader will learn the importance of Workforce Management in the Support Department
- Existing & New Support center Team Leader will learn how to manage the Performance Management process of Team
- Existing & New Support center Team Leader will learn how they are important in the part of the Support Quality Management Process.
https://www.amazon.com/Govindraj-Shetty/e/B087MBQ61G
https://www.amazon.com/Managing-Customer-Support-Department-Directors-ebook/dp/B08B8SHNRW
What you’ll learn
•Selecting & defining the Support Model as per needs of Business-like Support operating hours (24 x 7 support or 24 x 5 support)
•Selecting the Support Delivery Channel as per the requirement of Business-like Email, Chat, Phone or Multiple Support Channel
•Selecting the Support Delivery Technology & Setting up the workflow to service the Client
•Setting up the Support SLA for the customer & designing the workflow
•Setting up the Support Center Process by understanding the Product & services
•Setting up the Public Facing Self-service database so that customer can proactively find assistance
•Setting up the Hiring & Recruitment Model for Front line Agents, Team Leaders & Support Center Leadership
•Setting the Job Description & detail Support Employee Tier system for the entire Support Organization
•Setting up the Workforce Management Model to meet the needs of Support availability, so that SLA is achieved, and customer expectation is met
•Setting up Training Model to Onboard the new Support staff as early as possible (Gantt Chat & detailed plan)
•Setting up the Internal Knowledge Transfer Database so that Front line Agents & Support Team can proactively find Process information to increase the just in time training
•Setting up the Training plan for Customer Support Agent, Customer Support Team Leader, Sr. Customer Support Agent & Customer Support Leadership Team
•Setting the Monthly KPI to measure Support Employee staff performance (Agent, Team Leader, Support Manager & Department level)
•Setting up a Monthly Performance Management system to Build Agent Balanced Score Card for determining Incentive
•Setting up a Performance Management system to determine Yearly increment 360 appraisal system
•Setting up a various Policy & Procedures related to Employee code of conduct from a Support Organization perspective
•Setting up the Attendance Management Policy & concrete method of measuring Schedule adherence required in Support Team
•Setting up Case Quality Evaluation framework to identify areas of improvement in the Staff & Process
•Selecting the Case Quality Evaluation Technology
•Documenting the detailed Standard Operating Procedures of the Support Organization
•Performing a By-weekly Process assessment to track & trend the Support Organization performance & identify improvement plan & accordingly suggest remedial solutions
What you’ll learn
•Selecting & defining the Support Model as per needs of Business-like Support operating hours (24 x 7 support or 24 x 5 support)
•Selecting the Support Delivery Channel as per the requirement of Business-like Email, Chat, Phone or Multiple Support Channel
•Selecting the Support Delivery Technology & Setting up the workflow to service the Client
•Setting up the Support SLA for the customer & designing the workflow
•Setting up the Support Center Process by understanding the Product & services
•Setting up the Public Facing Self-service database so that customer can proactively find assistance
•Setting up the Hiring & Recruitment Model for Front line Agents, Team Leaders & Support Center Leadership
•Setting the Job Description & detail Support Employee Tier system for the entire Support Organization
•Setting up the Workforce Management Model to meet the needs of Support availability, so that SLA is achieved, and customer expectation is met
•Setting up Training Model to Onboard the new Support staff as early as possible (Gantt Chat & detailed plan)
•Setting up the Internal Knowledge Transfer Database so that Front line Agents & Support Team can proactively find Process information to increase the just in time training
•Setting up the Training plan for Customer Support Agent, Customer Support Team Leader, Sr. Customer Support Agent & Customer Support Leadership Team
•Setting the Monthly KPI to measure Support Employee staff performance (Agent, Team Leader, Support Manager & Department level)
•Setting up a Monthly Performance Management system to Build Agent Balanced Score Card for determining Incentive
•Setting up a Performance Management system to determine Yearly increment 360 appraisal system
•Setting up a various Policy & Procedures related to Employee code of conduct from a Support Organization perspective
•Setting up the Attendance Management Policy & concrete method of measuring Schedule adherence required in Support Team
•Setting up Case Quality Evaluation framework to identify areas of improvement in the Staff & Process
•Selecting the Case Quality Evaluation Technology
•Documenting the detailed Standard Operating Procedures of the Support Organization
•Performing a By-weekly Process assessment to track & trend the Support Organization performance & identify improvement plan & accordingly suggest remedial solutions
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