Managing Your Support Department through Seasons of High Employee Turnover Vermont

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

National Companies

H R Remedies Llc
(317) 290-1919
6201 La Pas Trl
Indianapolis, IN
Labor Solutions Inc
(252) 638-5194
3024 Red Fox Rd
Trent Woods, NC
Towers Perrin Tillinghast
(314) 719-5900
101 S Hanley Rd
Saint Louis, MO
Diversified Search Services
(312) 332-4164
20 N Wacker Dr
Chicago, IL
Preferred Employment
(562) 905-0010
335 E La Habra Blvd
La Habra, CA
Ameristaff Employment & Staffing Solutions
(276) 632-2472
755 E Church St
Martinsville, VA
Barrett Business Services Inc
(925) 932-5875
Walnut Creek, CA
Goshen City of
(574) 534-8475
204 E Jefferson St
Goshen, IN
Development Dimensions Int'l
(972) 701-0750
15301 Dallas Pkwy
Addison, TX
Pamm Human Resources Center Inc
(215) 291-4357
2927 N 5th St
Philadelphia, PA


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 National Company

    Fli Digital, Inc.

    631-913-0200
    Unit 1B4
    Ronkonkoma, NY
    http://www.flidigital.com

    Related Articles
    - Tire Performance Vermont
    While most of the initial costs in a tire-tracking program are obvious - new tires, casings and retreads, and repair materials - there are other related costs that must be accounted for. Those include the labor associated to tire management and repairs, tire replacement costs, and the cost of downtime associated with tire issues that occur.
    - “Safety” Tips for ITIL-Based Service Support Vermont
    - Gen-Y Workers May Work Harder If Flowers Are Present Vermont
    - "Eureka!" Moment Results in New Book Vermont
    - 'Are We There Yet?' How To Create 'Overnight Success' In Your Business. Vermont
    - THEN AND NOW: MASS Notification Systems Vermont
    - A Practical Guide to moving manufactoring Vermont
    - "Master" or Partner? Vermont
    - "Packaging" the Human Contribution in CPG Vermont
    - Plant maintenance ideas. Vermont
    Rate Article
         
    Articles Insider

    Rss   Delicious   Digg   Add To My Yahoo   Add To My Google   Bookmark   Search Plugin

    Topics:
    Advertising Engineering Home Services Software
    Business Services Entertainment Industrial Goods & Services Technology
    Career Family Insurance Telecommunications
    Cars Financial Services Internet Transportation & Logistics
    Computer Hardware Food & Beverage Legal Travel
    Construction Health Real Estate Wedding
    Education Home Electronics Retail & Consumer Services