Millions of dollars are lost every year in the technical support industry due to unnecessary repeat calls caused by engineer error. Below are the most common errors that lead to low time-to-resolution scores ' and all can be corrected with customer service training.
Top 8 Engineer Errors That Increase Time-To-Resolution (TTR)
In these common errors, engineers:
1. Transfer the call incorrectly
2. Needlessly tell the customer to call back
3. Don't listen and/or understand customer's request/issue
4. Supply customer inaccurate information
5. Decline to set expectations sufficiently
6. Fail to inform customer about self-service options (web-site, IVR, support forum)
7. Don't follow through on commitments/procedure
8. Communicate poorly causing customer to be apprehensive about solution
Streamline Processes with Customer Service Training
Smart companies know that providing world-class internal customer service is just as important as providing top-notch support for customers. Investing in customer service training for support engineers does much more than improve communication skills to benefit external customers. Customer service training also improves internal communications. Improving internal communication skills increases employee satisfaction and productivity which aids in reducing TTR.
When employees have great communication skills, use a common service language, and adhere to predetermined issue resolution processes, reducing TTR becomes an attainable goal. Gathering all employees together for classroom training provides an ideal opportunity for open discussion and for employees from different departments to constructively discuss process issues.
To further maximize the benefits of customer service training, it is a good idea if all support supervisors and managers also participate in training. Taking part in training alongside your support team shows that you are not only a strong advocate for training, but that continuous improvement is important for employees of all management levels.
Reduce TTR with Employee Training
Investing in customer service training for technical support engineers will provide them with the necessary skills to competently and efficiently resolve customer issues. When customers interact with a confident engineer who expertly guides them through the call, provides accurate information and appropriately sets expectations, they are likely to be satisfied at the end of the call and have no reason to call back. When the opposite occurs, customers may call for support again to ask additional questions and/or seek resolution validation from a different engineer.
Customer service training will reduce the occurrence of the top eight engineer errors and increase the performance of your center. To learn more about the benefits of customer service training please call 800'545-9003 or check out www.impactlearning.com.
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