Chapter 05
Three steps to tech support success
An implementation roadmap from Foundever delivers a smooth tech support transition
To deliver a service that can combine cost efficiencies with scalability and which can deliver new, actionable insights while maintaining the elements of your existing approach that make a positive difference to your customer experience, Foundever has adopted a three-phase implementation roadmap. It is designed to ensure a smooth transition without disrupting customer service as we take responsibility for service delivery.
Engage
Initial support and incremental changes (0-90 days)
- Transition the “as-is”/current state model
- Onboard skilled resources
- Transfer knowledge and train agents
- Establish baselines for volumes, AHT, call types and best practice SLAs/KPIs
- Obtain access to datasets for proactive analytics
- Assess processes to begin integrating best practices and defining a future state model
Deliver
Level-one support and transition to advanced support (0-180 days)
- Implement our tech support framework
- Align SLAs/KPIs with agreed strategic business objectives
- Focus on tier 1 and tier 2 resolution
- Hone agent skills, qualifications and training
- Prioritize future state initiatives
- Recognize breakthrough changes
Innovate
Continuous transformative support and managed service optimization
- All-tier support
- Optimize SLAs/KPIs for a future model
- Continuous improvement
- Data enablement and analytics
- Self-service and digital automation
- IT service management optimization
- Develop and implement future-state initiatives
Ebook
Tech support transformed: How integrating insights enhances CX and boosts business
