What will you learn in this course:

If you are a New or Existing Team Leader or an aspiring Customer Support Agent in your current Department this Mastery Certification will assist you as a guide to become the Exceptional Customer Support Team Leader in the Industry. We have used a variety of case studies in each section so that you can understand the context of each section properly.

Section 1: Introduction to Customer Support:In this section, you learn about the various role of customer support agents, type of customer support team exists in general, a variety of contact channels used by industry, top mission, and vision of any customer support department, the role of a customer support team leader, how to build a relationship with team and effectiveness of leadership.

Section 2: Career in Customer Support Department: In this section, you learn about Operation Team and their roles and responsibilities in driving the customer support department, you will also learn about various department & it's roles & responsibilities which exist in the customer support organization/department to support the department like hiring & recruitment team, training team, quality team & workforce management, team.

Section 3: Customer Support Maturity Stage: In this, you will learn the various stage's a customer support center/department go through in the journey of support team setup like a tactical stage- reactive, tactical stage- proactive, strategic stage- customer-centric & strategic Stage - business Centric.

Section 4: Customer Support Business Planning & Strategy: In this, you will learn basic's about how the business planning & strategy using a case study, you will learn about service level management & operating level agreement and team leader's role, type of support case priority & standard operating procedures.

Section 5: Support Center & Additional Process: In this, you will learn how ITIL process is used in driving the Customer support department good practices like Incident management process, Request fulfillment management process, Escalation management process, Problem management process, Event management process, Security management process, Change management process, Service Asset & Configuration Management Process, Knowledge management process & Service management system & team leaders role accountability

Section 6: Support Metric Management: In this, you will learn about various support metrics used to measure the customer support department & Team Leader team performance. A real-time case study will be used in understanding how these metrics are setup metrics, why the metric report distribution is important in communicating the numbers to all the relevant stakeholders. You will understand the Gap & Trend Analysis concept by using a real-time example.

Case Study: Gap & Trend Analysis

Section 7: Support Quality Management: In this, you will learn about the importance of the Support quality assurance process, its benefits, and the Team leader's role in the quality management process. Real-time case studies will be used as below:

- Case Study: Quality Assurance Process of a SAAS company: How the Quality Assurance process is established

- Case Study: Outlier Management Process: How to identify the bottom performing agents and implement a process in improving the performance and the Team leader's role in it.

- Case Study: Team DSAT Analysis Process: How to scrub the dissatisfaction case rated by the customer and implement an action to improve the performance.

- Case Study: Calculating Agent Level Variation to improve the Team performance

Section 8: Performance Management: In this, you will learn the Performace management standards and how the team leaders should review the performance of their customer support agents, how to set up SMART objectives. A real-time case study will be used as below:

- Case Study Bi-weekly Coaching Process: In this case study Team leaders will learn how to review their support agents on a Bi-weekly basis.

- Case Study Shadow File Process: In this case study Team leaders will learn how to document good and bad behavioral issues & performance track records for effective decision making.

- Case Study: How to measure Agent Balanced Scored (Rating & Benchmarking Method): In this case study Team leaders will learn how to prepare Agent balanced scorecard so that they can track and trend their performance on a monthly basis and can be used for determining 360-degree appraisal & distributing monthly incentives based on performance outputs.

Section 9: Teamwork &Employee Motivation: In this, you will learn various stages of Team development, characteristics of high-performing teams &techniques to reward & recognize employees.

Section 10: Workforce & Training Management: In this, you will learn about staffing & scheduling, various steps, and activities involved in Workforce Management, why utilization and occupancy being important metrics & various sourcing options available for the customer support department. You will learn why customer support agent training is important, various misconnection about training by the Team Leaders &how the training needs, methods, and measurements are performed. Real-time case studies will be used as below:

- Case Study: Workforce management schedule and its operational overview:As a Team leader you will know how this data will help you to drive the SLA effectively.

Case Study: Hiring & Training Management (SAAS company): As a Team leader you will get to know about how hiring and training processes are set up in the customer support department and your role in it.

Excel download is available for the below chapters:

25 Chapter: Case Study: Outlier Management Process

26 Chapter: Case Study: Team DSAT Analysis Process

27 Chapter: Case Study: Calculating Agent Level Variation to improve Team performance

31 Chapter: Case Study: How to measure Agent Balanced Scored (Rating & Benchmarking Method)

After learning all these 10 Sections in detail and practicing it in Real-time you will Master yourself as a Highly Performing Customer Support Team Leader in the Industry.