Create A Consistent, World-Class Support Team

Create a Consistent,World-Class Support Team
4 keys to developing consistent,

world-class service and support teams
Four Key Factors, Five Award-Winning Companies

Companies who are market leaders know that one of the main keys
of their success is providing consistent, world-class service and support
to their customers.
Together, MHI Global and the Technology Services Industry Association
(TSIA) are helping technology companieslarge and smallobtain
measurable improvements in customer satisfaction, customer
advocacy, and first-contact resolution rates while reducing handle times,

escalations, and turnover.
In this guide book, youll learn the four key factors to consider if you want
to create a consistent, world-class support department. Youll also learn
about five award-winning companies who are proving how these techniques
improve customer
operational costs.
Copyright 2015, MHI Global
satisfaction
and
reduce
Create a Consistent World-Class Support Team
Key #1 Adopt a Proven Behavioral Change Process

The vast majority of companies still implement training as a singular event rather than part of a behavioral change process. Consequently, the changes in
metrics they reasonably expect from their training
efforts fail to materialize.
Current behavioral change processes recognize that
the primary learning experience happens after the formal training event
is over. By supporting learning with post-training
coaching, mentoring, and recognition, skill adoption
is increased resulting in significant, tangible results.
The results obtained by the companies featured

in this guide book are directly related to the behavioral change process they used to increase
skill adoption and, consequently, to improve
employee performance.
Key #2 Establish Common Service and Troubleshooting Skills

Across the Team
There is overwhelming evidence to support a strong
correlation between customer service, troubleshooting, and employee satisfaction with high C-SAT scores.
However, these drivers are themselves derivatives of a
FCR Drives Customer Satisfaction
consistent service language and troubleshooting process across support teams.
Consistency across the team is achieved by combining

industry-tested training programs with a strong behavioral change process and ongoing coaching, mentoring,
and recognition.
Employee Satisfaction
Drives Customer Satisfaction
First Contact
Resolution
Customer
Service Skills
Customer
Satisfaction
Employee
Satisfaction
Source: www.metricnet.com
Key #3 Use Industry-Certified Training

Why use industry-certified training to improve the performance of
your support staff? There are a number of reasons:
Proven results Industry-certified training programs have

a track record of
measurable improvements in
performance. Results will be available from other companies
that have implemented the training so youll know what to expect

from your efforts.
Relevant content The training content is relevant and specific

to the industry issues you face every day. The risk of selecting a
program that doesnt fit your needs is reduced considerably.
Recognition When you receive an award from a certifying
association, you achieve recognition from industry peers. You

also have a vehicle for demonstrating internally, the measurable
contributions your department makes to the viability of your
company.
In addition, industry certification at the individual level indicates a
level of understanding about the topic. Certifications carry value
for the individual and improve morale which has a direct impact on
performance and attrition.
Key #4 Provide Positive, Consistent Coaching

Positive coaching
and mentoring around a set of
performance standards is the most important

consideration in developing high performance teams.
Providing consistent coaching around a common service
language and support process leads to a consistent, positive
customer service experience across the enterprise.
Consistency becomes particularly important when companies
employ a follow-the-sun support strategy where representatives
may report to a local manager and an international team
manager. To reduce confusion, representatives need to be
coached against a set of standards used by both managers.
Now, learn how 5 companies used these 4 key factors to create

award-winning support departments.
Featured companies
Motorola
Datacert
Hewlett Packard
Altitude Software
CORPTAX
Some of these companies have large support
departments; others small. Whatever your size,
know that by applying these 4 keys fac-
tors, you too, can create an awardwinning support team.
Motorolas Home & Network Mobility Division set out to improve customer communication scores and problem resolution rates. More
than 150 engineers were trained in a little more than 10 weeks. To
be sure new skills were used on the job, the initiative also included
training managers and supervisors to reinforce skills using positive
coaching techniques. case study
Mark Malloy
Director of Services Marketing
Motorola, Home & Network Mobility
results
Customer satisfaction increased 10%.

Time to resolution decreased 56%.
awards
Certified Support Staff Excellence Center,
Level 1 2009, 2010
Datacert is the global leader in enterprise legal management solutions. Datacert knew, however, that the key to maintaining their
leadership position was fostering a sound relationship between an
unmatched product and unparalleled customer service. Although
their team members were effective and consistently received positive feedback from customers, Datacert wanted to raise their teams
level of awareness of the customer experience and encourage their
teams to be more proactive in solving customer issues. case study
Geoff Elfman
Vice President of Corporate Support
Datacert
results
Average time to resolution increased

15%
First day resolution increased 18%
awards
Level 1 2010 | Level 2, 2011
Leadership at HP Softwares Global Support Delivery (GSD) division

sought soft skills training for its global staff of 1000+ engineers. The
objective was to increase customer satisfaction and reduce days to
resolve by focusing on improved engineer communication and manager coaching. case study
Aileen Alkins
Vice President, Software Global Support Delivery
Hewlett Packard
results
Customer satisfaction increased 3%.

Resolution timeliness increased 4%.
awards
Level 1, 2011
Altitude Software had a team of technically skilled engineers. Executive Vice President, Jos Fonseca, wanted to be sure they had the
communication skills needed to increase customer satisfaction. He
also wanted to develop a common set of troubleshooting practices
to ensure consistency of processes throughout the support organization. case study
Jos Fonseca
Executive Vice President, Customer Assistance
Altitude Software
results
Reopened tickets decreased from 17.8% to 6%.

Customer satisfaction increased 2.4%.
awards
Level 1, 2010 | Level 2, 2011
10
After being spun off from one of the Big 4 CPA firms, turnover ensued for CORPTAX. Customers were dissatisfied with both the product and the level of service provided. Jeremy Stephens, Customer
Support Manager, was determined to improve the skills and attitude
of the remaining technical support staff and the satisfaction of the
customer base.case st
Jeremy Stephens
Customer Support Manager
CORPTAX
results
satisfaction increased from 80%

Customer
to 95%.
First call resolution rose from 29% to 52%.
awards
Level I, 2009 | Level II, 2010,
Enterprise Level 1 and Level 2, 2011
11
Are you ready to create consistent,

world-class support at your company?
MHI Global and TSIA are changing the way technology companies
support their customers. By employing a best-practice learning
methodology which includes post-training tools for ongoing learning,
companies like the ones youve seen here and others, are gaining
proven results like:
Consistent customer support processes and language

Consistent troubleshooting techniques
Better communication skills
Reduced escalations
Improved time to resolution
. . . all of which lead to improved employee satisfaction, improved
customer satisfaction, lower cost of operations, and ultimately,
consistent world-class support.
Learn more
Call: 1-800-545-9003
Visit: https://www.mhiglobal.com/about/strategic_partnerships
12
About the Support Staff Excellence Award

Support Staff Excellence (SSE) is a powerful staff development
program that enables you to deliver a superior customer support experience by developing your most
critical service delivery resourcesyour people.
The Support Staff Excellence program is based on a series of
training programs for technical support and field service staff as
well as supervisors and managers. The program is designed to
drive service delivery efficiency improvements, reduce service
staff attrition, and improve customer satisfaction scores.
Join the Fall 2012 winners

This guide is sponsored by:
Join us at the TSW show in Las Vegas, October 15 - 17, 2012 as

we present Support Staff Excellence Awards to the next group of
award-winning support centers.
Learn more
Call: 858-674-5491
Visit: http://www.tsia.com/awards_and_certifications/support_
staff_excellence.html
13

Create A Consistent, World-Class Support Team

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Create a Consistent,World-Class Support Team

4 keys to developing consistent,

Four Key Factors, Five Award-Winning Companies

measurable improvements in customer satisfaction, customer

advocacy, and first-contact resolution rates while reducing handle times,

Copyright 2015, MHI Global