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Managing Your Support Department through Seasons of High Employee Turnover Lexington SC

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

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CRCGroup Management Consultants
803-354-1242
2 Oakman Court West
Columbia, SC

Crocker Susan E Inc Human Resources Consulting
(864) 234-9950
Greenville, SC

Right Management Consultants Inc
(864) 370-9064
10 Patewood Dr
Greenville, SC

Management Solutions
(864) 527-6806
1200 Woodruff Rd
Greenville, SC

Human Technologies Inc
(864) 467-0330
300 E Coffee St
Greenville, SC

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

CRCGroup Management Consultants

Guaranteed Profit Improvement . . . Since 1991

803-354-1242
2 Oakman Court West
Columbia, SC
www.businessprofitspecialists.com

CRCGroup Management Consulting is a Southeastern and Mid-Atlantic Regional General Management Consulting Firm specializing in assisting businesses in taking the step to the next level of performance and profitability. Is your firm stalled at its present level?

Our approach is holistic in addressing all of the functional areas within the business, resulting in maximized efficiencies and alignment of management goals with those of your employees, making for increased profitabilty and better compensated, dedicated employees. Best of all . . . Employee Compensation Increases come at no cost to your Firm's Increased Profitability.

CRCGroup is a Best Practices Firm and we Benchmark our client deliverables.

Let us show you how to get to the next level PROFITABLY. Increased sales without increased profits is too often a sad reality caused by dreaming without planning and preparing.

Initial consultation is non-fee. Call or contact us for an initial conversation to learn how CRCGroup can assist you in "taking it to the next level, profitably."

Contact: Managing Partner
803.354.1242

CRCGroup Management Consultants
www.businessprofitspecialists.com

Improving Net Profit . . Since 1991

– Why Should You Choose CRCGroup?
– What Our Clients Say About Us

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Managing Your Support Department through Seasons of High Employee Turnover Lexington SC

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Managing Your Support Department through Seasons of High Employee Turnover

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