How to Train an Outsourced Customer Support Team
The material to prepare before day one, a week-by-week training sequence, and the four mistakes that account for most failed onboardings.
9 min read Read the guide →
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Call Center Management
Training, SOPs, quality assurance and performance measurement for teams of any size.
How to Measure Customer Support Agent Performance
Which metrics to track, which ones create perverse incentives, and how to combine them into a scorecard that survives contact with real agents.
9 min read Read the guide →How to Build a Customer Support SOP
The seven sections a support SOP needs, how to write rules that hold up under pressure, and the maintenance loop that stops it rotting.
9 min read Read the guide →How to Create a Customer Support QA Scorecard
How to choose categories, set weighting, and calibrate reviewers so a QA scorecard measures something real rather than a reviewer's mood.
8 min read Read the guide →How to Build an Escalation Matrix
A tier-based method for escalation design, and the two failure modes — too much escalating and too little — that a badly built matrix produces.
7 min read Read the guide →How to Calculate Call Center Staffing
A staffing calculation method that accounts for peak load and shrinkage, worked through voice, chat and email examples.
8 min read Read the guide →How to Prepare CRM Access for an Outsourced Team
How to scope CRM access to what an outsourced agent actually needs, and the revocation plan worth having ready before day one.
6 min read Read the guide →How Long Does Support Team Training Take?
A realistic range by campaign complexity, the single biggest factor that moves it, and why very fast promises deserve scrutiny.
6 min read Read the guide →Other topics
- Customer Support (6)
- Outsourcing (7)
- Sales (1)
- Appointment Setting (2)
- Call Center Management (8)
- Small Business (2)
- Comparisons (4)