Technical support lines present unique challenges to call center analysis. In addition to the usual metrics such as queue lengths and dropped call percentages, department managers also need to consider the widely varying technical backgrounds of callers, how to match callers with the right agents, and what to do with non-technical calls.
Speaking The Customer's Language
Agents staffing order lines, general customer support departments, or other call centers can apply the same scripts to all, or at least most, callers. Technical support lines, on the other hand, receive calls from clients with a wide range of technical backgrounds. An agent can easily go from a call with an IT manager to one with a customer who doesn't understand why his computer doesn't work during a power failure.
Call center analysis of customer satisfaction should consider how appropriate agents' approaches are to callers. Agents need to be able to change tactics if the caller seems to be getting lost in the technical jargon, or is getting impatient with simplistic questions. Agents who are able to zero in on a caller's technical expertise and adopt the right voice will solve problems more quickly and leave the customer happier.
Matching Problems With Agents
Technical support operations are typically divided into tiers based on agent expertise. The lowest tier handles the simplest inquiries and require little training or expertise, while the highest level agents handle the most complex problems. Some companies specialize agents in specific company products such as software packages of models of equipment. Technical support call center analysis should gauge how often calls go to the best agent to handle the problem.
Experienced agents shouldn't be wasting time with password resets or other simple problems, while first response agents shouldn't spend a half hour trying to troubleshoot issues that are clearly over their heads. Companies implement strategies such as voice response systems or initial contact scripts to quickly evaluate a caller's level of need so the call can be routed to the best agent.
Handling Non-Technical Calls
Inevitably, some customers call technical support lines with product orders, address changes, inquiries about the business's operating hours and other such non-technical problems. While the reflex might be simply to switch these calls to other departments, that might not be the best solution for customer service.
The ideal call is one that reaches the right agent immediately, and too many transfers look bad on call center analysis reports. Instead of rerouting the call, technical support agents could simply handle simple inquiries themselves, politely reminding the customer to call the general customer service line in the future. The agent doesn't lose much productivity, and might even appreciate the occasional break from technical questions, and the customer appreciates not sitting through another hold queue.
Once technical support agents master the ability to judge when calls should be taken and when they should be transferred, the department runs more smoothly and call center analysis numbers improve.
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