Managing Your Support Department through Seasons of High Employee Turnover Buckley WA

Even in the best run companies, support departments have the reputation for high employee turnover rates.

Local Companies

TI Northwest Corp
253 606 7593
121 23rd St SE
Puyallup, WA
Elaine Hayes Consulting
(206) 794-6418
32217 39th Ave. S.
Federal Way, WA
Realized Performance LLC
425.681.5667
32208 58th Avenue S.
Auburn, WA
Grogan Enterprise Services
253/941-5642
159 S 293rd
Federal Way, WA
Adstar Advertising Inc
206-686-1044
31217 Pacific Hwy so/ #140
Federal Way, WA
Peripheral Vision Communications, Inc.
425-432-9196
23410 SE 242nd Street
Maple Valley, WA
Steele Development Corporation
253-203-9666
301 So. 28th Street
Tacoma, WA
Compensation & Human Resource Advisors
(425) 462-1023
Bellevue, WA
Buck Consultants
(206) 748-6900
701 5th Ave Ste 3200
Seattle, WA
Johnson Hr Consulting Inc
(425) 392-7721
1505 NW Gilman Blvd Ste 5
Issaquah, WA

Managing Your Support Department through Seasons of High Employee Turnover

Managing Your Support Department through Seasons of High Employee Turnover
Copyright © 2006-2008 Anne Sych

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.




    About The Author:

    Written by: 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: sales@novosolutions.com for more information. http://www.novosolutions.com/


    Article Source: thePhantomWriters Article Submission Service
  • Featured Local Company

    TI Northwest Corp

    253 606 7593
    121 23rd St SE
    Puyallup, WA
    http://www.tinorthwest.com

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