Contests In Call Centers

By Paula Davis-Donald

The groups I assist with Quality Support consist of repair technicians who were at one time only working/resolving trouble tickets that were queued to them by a customer support team. The customer support team had the job of communicating with the customer status of ticket, and resolution based upon the notes provided by the repair technicians. However, to provide better service to our customers our company, a one stop shop if you will, decided to allow the Customer Care group to only handle billing issues, and have the repair technicians not only work trouble tickets, but also take the initial call from the customer, and provide them with status updates, resolution, etc. These technicians are unique in that they are required to master two very distinct skills sets. Not only do they need technical expertise in the products we support, but they also need to know and understand the fine art of customer service.

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