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THE 10 WORST PRACTICES FOR TECHNICAL SUPPORT AND HOW TO OVERCOME THEM
In today's challenging economic climate, providing superior service and support is more important than ever as companies strive to differentiate themselves from the competition and struggle to survive. Compounding the difficult business climate is the underlying pressure to improve customer service and reduce support costs with fewer resources and lower budgets. It is in this environment that many support professionals seek to implement best practices for technical support. However, in many organizations, service quality, productivity, and financial performance are often governed by worst practices: self-inflicted wounds caused by short-term thinking. This white paper will explore 10 of the "worst practices" that are common to customer support operations. Each will feature a section discussing how these worst practices can creep into your contact center and new ways to deal with them. We will touch on how to eliminate well-intentioned management blunders that can hurt your performance from within, together with good and bad uses of support technology. Taken together, the guidelines in this report represent a summary of a new kind of best practices for support. We will also mention the latest innovations in remote technical support tools that can be utilized to increase the productivity of your support teams and boost the overall customer satisfaction levels of your customers.
2/10
3/10
Do you use methods to formally determine customer satisfaction related to support performance?
Answer
Yes No No Response
0%
100%
Number of Responses
77 13 12
Response Ratio
75.4 % 12.7 % 11.7 %
Total
102
100%
4/10
0%
100%
Number of Responses
11 8 6 19 33 25
Response Ratio
10.7 % 7.8 % 5.8 % 18.6 % 32.3 % 24.5 %
Total
102
100%
5/10
Keep it factual and not emotional. What is the problem with statements like "You messed up" or "You didn't handle that well" or "You seem to be just going through the motions"? Not only do they sound threatening, but they are useless in coaching. There is no such thing as an anti-mess-up drill or a procedure for not going through the motions. Instead, emulate good sports coaches and break things down into the mechanics: teach people how to do skills like the ones we mentioned above, such as acknowledging, paraphrasing and positively taking control of the conversation. Good communication, problem-solving and technical skills are what will lead to the success of your agents - and your own coaching skills will drive your success or failure in developing these skills. Learn to be more of a coach and less of a critic to get yourself and your team where you want to go.
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Moreover, continued high turnover often represents a sign that something needs to be addressed, whether it is shift schedules that interfere with people's lives or a toxic management culture that sucks the joy and motivation out of its employees. One of the obvious ways to explore the roots of turnover is to leverage exit interviews with agents who are leaving, but surprisingly this may not always be the best way. People who are leaving know that you represent a reference for their next job and may fear retaliation if they are totally honest, or they may not want to invest the energy in helping you improve, given that they are leaving. Perhaps your most important feedback on turnover may come from the agents who remain, since they (a) probably have heard the honest comments of those who are leaving and (b) have a stake in the quality of the workplace moving forward. Consider using a third-party service to anonymously interview or survey the opinions of both current and former employees, and encourage people to use their observations to help you reduce turnover. Above all, listen to what the data is telling you, and use it to make positive long-term changes that help make you an employer of choice.
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With the right oversight, peer responsibilities can often be the magic ingredient that supercharges your performance and professionalism.
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In addition, support data can tell you a lot about your customers: their preferences, likes, dislikes and stuck points. In particular, they can help you learn what kind of brand impression they have of your products and services, once they get past the point of purchase: are you creating "raving fans" or selling lots of people something once or twice? Particularly when you move from a simple "break/ fix" model of support to creating interactive, online user communities, you can create a valuable ongoing "temperature check" of what your most active purchasers are thinking and feeling. These in turn become valuable steps toward moving your entire organization in the direction of engaging its customers as stakeholders in a profitable, long-term relationship.
9/10
About NTRglobal
Millions of users worldwide rely on NTRglobal's cloud-based help desk and ITSM solutions. The NTR Cloud integrates seamlessly with MSPs, enterprise help desks and OEM partners to deliver global IT management, automation, remote access and support services. Data transfer and storage are protected through the extensive NTRglobal SSL network and ISO 27001-certified data centers spanning the Americas, EMEA and Asia Pacific.
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