New Technical Support Team

[Boba]

Wondering if anyone has been down this path or have suggestions they can share. I recently (early October) inherited a client that was on boarded April of this year. This account consists of 4 Tech Teams, and 2 CS teams. These team have gone from (internal) on the client side to outsourced (my side) These different lines of business, but are all related to internet services. I’ll ask for thoughts/help regarding the Tech team first.

The workflow - Primary work volume: Tickets (Vantive & Remedy), Inbound call volume: 60% cust response to voice mail left, Outbound volume: 40% attempting to reach cust. initially regarding their ticket.

My major dilemma to date:

1) No firm KPI’s from the client. Having trouble developing valid KPI’s scratch based on the type of workflow, and shifting client demands. Thoughts?

2) Monitoring/Coaching – Trying to develop a form and structured coaching schedule that can be used on a daily/weekly basis that addresses both ticket and call quality in one coaching session. Thoughts?

3) Moral – Does anyone have any moral building best practices for Tech teams that have worked for you in the past?

Any and all help would be greatly appreciated.

Thanks!