Help Desk & Support Center Managers: Are You Making these Common Mistakes?

As you read this page, you’ll be amazed at how your common everyday experiences are symptoms of a support center or help desk issue that plagues many organizations.

Have you experienced any of the following:

• Customers complain that they get great service from some analysts but poor service from others
• Analysts come to you and complain about one of their team mates
• You provide customer service training but it doesn’t seem to make a difference
• You feel like you need to research and benchmark other company’s quality programs, but you don’t have the time
• You don’t know how to start a quality program

If you’re like most help desk and support managers you identify with these situations. Or as a friend of mine used to say, “I resemble that remark.”

Just imagine how much easier your day would be if you were able to reduce or eliminate these issues in the future. As you read on, you’ll discover how quickly and easily you’re able to take the bull by the horns and solve the problem.

Simple, Easy to Implement Tools Ensure You Provide Consistent High Quality Service

How would you like to:

• Provide consistent and professional service during all calls
• Satisfy customers with excellent service and problem solving skills
• Identify and recognize those analysts who are providing outstanding customer service

As you probably know, most successful large contact centers have found that they provide consistent and quality results through a quality monitoring program (call monitoring).

Sounds simple enough. But when are you going to find the time to put all the materials together to do the job right?

You know how it is. Creating a call monitoring program together sounds like the right thing to do. But your day-to-day workflow makes it extremely difficult to implement a program like this without help. That’s why we’ve done almost all the work for you.

“The quality tool is wonderful.”

“The instructions are clear and the examples are very helpful.”

Lynda Davis

Deloitte Consulting 

Now You’re Able to Implement your Own Quality Monitoring Program Like those Used in Large Contact Centers with Our Easy-To-Use Kit

As you read about everything that’s included in our quality monitoring kit, we think you’ll be excited. And you’ll want to start putting these tools to work in your organization right away.

What’s in this Easy-To-Use-Kit:

In this kit you receive a Call Evaluation Form template, a Legend or description document and a 12-page Guidebook. The Call Evaluation Form has 24 elements, in the form of questions, to identify the expected behavior of the analyst. Each element is rated with a Yes, No or N/A answer.

If you order the Quality Program package today, you’ll immediately receive:

1. The Call Evaluation Form

This spreadsheet file contains three worksheets: two copies of a call evaluation form followed by a Coaching Planning form, and a data summary sheet. The evaluation form contains 24 elements that ensure a quality interaction with your customers. The data summary automatically calculates the results from the two evaluation forms. This file is in Excel 2002 format.

2. The Call Evaluation Legend

This six-page document contains a complete description of each element in the Call Evaluation Form. Each element has a description of expected behaviors, which includes the importance of the behavior, and a suggested wording section. Suggested wordings are phrases that are known to work well with customers. This is in Word 2002 format.

3. A How-to Guidebook

In 12 information-packed pages, you learn how to create a quality monitoring program that is customized to your needs. It also includes detailed instructions on how to use the Call Evaluation Form spreadsheet and Legend.

“This is very good.  It is comprehensive and provides flexibility to the user.  The legend is detailed and the escalation tab le makes it complete.  The Coaching Planning Form section is a great idea for the checklists.”

Russell Burns

Manager Software Support

Practitioners Publishing Company

There are two ways to use this package:

1. “As is”: This package allows you to hit the ground running with a quality program that’s already designed and tested. The evaluation template and legend are pre-configured for a typical technical support center, and may not need any modifications to be effective in your environment. The forms are similar to those found in many successful support centers, so you can be confident that they will work well in your center.

2. As a Template: You may want to use these forms as a foundation and a source of great ideas for a customized program. You probably will find that you only need to tweak a question here and there to modify the program to your needs. Transaction-based call center managers can find these templates extremely helpful when used as a basis for creating a customized quality program.

Limited Time Offer!

For a limited time, you can receive these valuable templates for $49.95! (Regular price $59.95)