We have a business only support structure.
The agents just deal with the customer, and they have technical advisors behind them solving the issues that crop up. And we have multiple customers.
We charge 4 different levels depending on what you pay to us for the support. Set by management.
In simple terms..
The lowest amount paid takes the longest time to get a reply. The more you pay the quicker we respond. Lowest 10 hrs / Highest 1hr
But due to several conditions we have an issue with this support model as follows.
Over zealous agents (answering tickets to early)
Agents been overridden (i.e. send the ticket now) by Advisors who are senior.
It also confuses customers that don't understand why the ticket hasn't been answered
So my question to you is how do we create a system where support can just get on with the tickets and remove the delay time from the support side.
In my head support should be reactive, but in our system the agents have to set email appointments to remember when to answer a ticket.
Management issues will be around the pricing structure we charge if we change this.
So what I would hope you guys can suggest is a way to structure a system that lets the agents just get on with the tickets.
What kind of structure can you suggest that would free up our system?
Feel free to ask for more detail .
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