Managing Your Support Department through Seasons of High Employee
Turnover
by Anne Sych
Published on this site: May 25th, 2006 - See
more articles from this month
Even in the best run companies, support departments have the reputation
for high employee turnover rates. Improved working conditions along
with incentives such as bonuses and trips "sweeten the pot",
and yet the average tech support employee turnover rate is under
2 years, with many employees leaving in less than 1 year. What is
more frustrating is that the "trained" employee often leaves just when he has gained
the knowledge to become truly productive. So how can you retain
important employee knowledge in the midst of continual personnel
changes?
Knowledge Base Software!
A strong knowledge base repository is a vital component of your
customer support system.
Knowledge Base Software will help you:
- Centralize & Retain Employee Knowledge: Prevent
knowledge from leaving when an employee leaves. By allowing employees
to add articles to the knowledge base, which can be reviewed and edited
by admin, articles are available for sharing in the future. Employees
can also add experiential comments that will serve other employees
performing the same task.
- Reduce Employee Training Time: Ability for new and existing employees to acquire job knowledge faster, which will reduce training
time and providing higher job quality.
In addition, Knowledge Base Software will enhance your Help
Desk Support by allowing:
- Better & Faster Customer Support: Provides quicker
problem
resolution and 24 x 7 access to customer self service via the
Web.
- Reduced Operational Costs: Streamlines processes, reduces
call volumes and allows existing support representatives to service
more customers.
A robust company knowledge repository will empower support departments
with high turnover rates to quickly bring new employees up to speed,
enhance training, and build confidence in the employee. Customer
support levels remain high when employees have the information to
quickly resolve issues and new employees can have, at their fingertips,
access to the knowledge of an employee who has been there longer.
Equipped with these tools, your support center will run at peak
efficiency despite typical employee turnover.
Tech Support Turnover Rates, Published by The Association of Support
Professionals, pg. 2.
Anne Sych, Marketing Manager for Novo Solutions, Inc. Novo
Solutions, Inc. is an Independent Software Vendor (ISV) in Virginia
Beach, Virginia specializing in Customer Support Software. Free
trial versions of the
Novo Help
Desk Software, Knowledge Base Software and suite of web-based
Customer Support Solutions are available. Contact: [email protected]
for more information. http://www.novosolutions.com/
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