Time Computer Support

2008-11-28 11:08:28

( Computers )



Computer technical support representatives are required to help customers with their computer issues as efficient as possible. There many metrics to gauge the effectiveness of technical support rep and it include the time computer support reps spend on each individual customer.

Other metrics measured aside from the time computer support takes to a problem include customer satisfaction and first call resolution. All calls are timed to measure how much time computer support reps take on the average to solve customer issues. This is somewhat complicated as some customers will have more issues than others. Other customers would be able to follow instructions easily while some will have difficulty in following instructions over the phone.

Data must always be analyzed to make sure that the supply and demand for computer support is always balanced. This is not an easy thing to do. Trends can be spotted but you can only come up with forecasts which aren't guarantees and often miss the mark. You can not rely on historical data to determine how many callers will be taken in for any given day. It will only give you a rough estimate.

Generally, a workforce manager will have a good idea of how many technical support agents to use but long queues cannot be avoided specially because customers will always outnumber support reps. Even if the time computer support techs spend in solving problems is short, the sheer volume of calls can sometimes be overwhelming.

The solution is to hire more tech support reps. But still, you want to maintain an optimal level of man hours to meet the demand. You don't want to over staff either as that would be a waste of resources.

A novel idea would be to offer free part time computer courses online to customers to minimize incoming calls.


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