Daily Performance Update – this is a typical daily team meeting presentation to update the team on metrics and updates. The team meeting also includes a quick discussion of best practices to improve customer experience and satisfaction and/or recognizing anyone in the team who did a good job to inspire the team to mirror that best practice. This allowed the agents to focus ticket resolution on customer experience and an increased CSAT of up to 200%.
Product Support Improvement Plan [PSIP] – this is an example of a process documentation that attempts to uncover and resolve any issues that affects any drop in customer satisfaction and eventually pull up the numbers for the entire program/account. This process improvement workflow successfully contributed to an increase in CSAT by 100%.
Employee Recognition and Success in Coaching – these two were presentations made for the executive team and the CEO. Both of these resulted to an increased employee satisfaction survey of up to 200%, which meant that the agents/employees became more productive and more engaged after these two were implemented.
Employee Recognition is to initiate a process for a non-monetary recognition for employees in an attempt to resolve employee demotivation and engagement issues.
Success in Coaching is to implement a coaching process for Operations including CSM [Team Managers] and ECSM [Operations Managers] and includes developing a coaching template to document the coaching sessions with action plans and progress monitoring.
Customer Onboarding Process - this document provides a guideline to an efficient onboarding process that is necessary for delivering outstanding customer experience for new clients. This document includes the 100 day process guidelines for Project Managers designed to turning customers to lifers. This document resulted to increased client satisfaction rating and customer retention.
VSEO Process Document - this document outlines the processes for project managers in optimizing the YouTube channels and videos of clients. This document resulted to top rankings in YouTube and Google SERP (videos).
Interview Process - this is a process to provide guidelines on staffing and hiring of level 1 agents. This includes the development of written and verbal interview, a series of skill tests and a training process for successful hires. This process resulted to hiring more competent agents that exceeded CSAT ratings of up to 150% for a new line of business.
Follow-up for Information Required Process – this is a process documentation on how an agent should perform a follow up to move support tickets further to completion or resolution of any issues. This solved the challenge of Operations to involve the clients more in the resolution by providing necessary information needed to resolve the cases/issues submitted to Support.
Ticket Handling Processes and Updates – this is a presentation to explain the process on handling and resolving a support ticket for a new product/program. The support team was a mix of seasoned agents from other accounts and a few newbie. The process includes level 1 ticket handling and escalation process to level 2 and other support teams. This process resulted to clarity on agent’s inefficiency and a speedier ticket handling.