ISP Call Centers

[fmartinez]

I would like to know if there are any of you out there that run or have any experience with ISP Call Centers. I am trying to put together a written plan that is complete with procedures, schedules, policies, quality assurance mechanisms, back-up plans, and everything that could possibly be envisioned as necessary to give the best customer/technical support possible.

I have run a Tech Support call center for a few years now, but have never really had the time to sit down and put one of these documents together for our business. I would like to get this done, but would like to see if any of you have any helpful ideas as to what I might include.

One of the main reasons I need to put this together is because it has been requested that I provide some "hard number" metrics that can cost justify some additional staffing that our department feels is necessary.

Although we currently support between 2,500 - 3,000 users at this time, we are anticipating a very sudden increase in users to go up about 1,000 per month according to projections developed by new agreements that are underway.

How do you guys measure ISP customer service/technical support calls?... What metrics are involved? What info can you provide?
Does anyone have a sample of a document that contains even part of the info I've described above.

I really appreciate the help.

Thank you.
Fmartinez

[gkern]

We are an ISP call center. Give me a call and we can go over some ideas.

Greg Kern
CallTech
512-261-0409

[John Barrios]

I understand the problem, I just had to do a presentation dealing with the my group. I had no data becase there is none. I pulled data off the net and presented call/help desk stats in a power point presentation. I pulled some salary stats as well to round it out.

If you would like contact me.

Jbarrios
Help Desk Manager
jbarrios@anacomp.com