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Presentation plan
Meet the team
We will figure out who is in the team
and find out what issues you can contact SV about
Company rules, metrics and MS
We will get acquainted with the company rules
and details of motivational scheme
First work shift
We’ll check accesses to work systems
and discuss how the first shift in the position will go
TOV
We’ll discuss the TOV term, and also consider
the main points
An aim for PP
We’ll define the PP aim

3.

4.

Our team: Support
Supervisor
Head of
a lang. group
Senior Desk
Verifier
Operator

5.

The Head of a language group ensures
achievement of goals
Helps the language group in achieving KPI
Tracks employee productivity (long breaks, resets,
technical problems)
Makes final decisions on appeals
In case of critical workloads, changes the set
of operator’s projects
Head of a lang. group
Participates in writing guides/manuals
and updating them on WikiSupp
See more

6.

Supervisor is the direct manager
of operators
Helps operators to achieve indicators (quality, speed,
discipline)
Holds regular one-to-one meetings
Provides feedback on errors
Responsible for his/her team’s schedule,
including replacements, days off, sick leaves
Monitors late arrivals, overstaying breaks, absences,
work speed, etc.
Supervisor
Helps newcomers adapt more effectively
See more

7.

What questions should you contact
your supervisor about:
Analysis of indicators and development of a plan
for their growth
Any questions regarding consultations: complex cases,
how to find the right page on SupWiki and so on.
Any changes in the schedule (including adding/removing
a shift, being late, sick leave, etc.)
Feedback on errors, appeals discussion
Supervisor
Discuss career development opportunities
See more on career development opportunities

8.

Verifier evaluates the level of operators’
quality
Checks the quality of operator responses (calls, chats,
mails)
Inserts the information on errors to PROQ
Verifier
See more

9.

The Senior desk consists of experienced
operators
Assists operators with complex issues during
consultations
They act as intermediaries with БД, SD chats, they
create tickets and forward requests to payment chats
They explain complex markets in simple language,
check calculations and etc.
Senior desk

10.

Operator ensures a high standard of
service provided to clients
Provides consultations in various channels: chats,
mails, incoming calls, callbacks.
Aims to achieve established individual targets
(Efficiency, Quality, Discipline)
Tests and quickly assimilates various changes in the
company’s processes and products
Operator
Performs tasks provided by the Head of a
language group and supervisor and etc.
See more

11.

Our team: Office
On what questions to contact
Office-manager and HR-manager
CC Manager
Any issues related to
salary
Collection and preparation of documents for hiring,
dismissal, vacation, sick leave, etc.
Questions on the office economy (food, equipment
breakdown, etc.)
Suggestions for improving office life and corporate
events

12.

13.

Employees are obliged to comply with
the following company rules:
1
2
3
Maintaining
Confidentiality
Compliance with
the work schedule
Careful treatment of
the company’s property
4
5
6
Compliance with
access control rules
Maintaining silence
in the work area
Respectful attitude
towards colleagues

14.

According to company rules it is
prohibited to
1
2
Use personal
equipment/devices and
software
Use mobile phone in
the workplace
3
4
5
Use the Internet for
personal purposes
Sleep at the workplace
Smoke in undesignated
areas

15.

According to company rules it is
prohibited to
6
7
Use mind-altering
substances
Pass on your own
password for logging in to
systems and use other
people’s passwords
8
9
Conduct photo-video
recording, as well as
audio recording
Use the internal tools of
the Company without a
request from a customer

16.

Metrics are needed to control the
current state of a CC: Chats
Accessibility
Efficiency
Response Time (RT)
Efficiency total time
Operator response time – how
long it took the operator to give
the first response
Number of processed requests per
hour
Abandonment rate
(AR) by operator
Average Handling Time
(AHT)
Customer Satisfaction
Score (CSAT)
Percentage of calls missed by
the operator
Average request processing
time
The index of customer satisfaction
with the consultation
Close-wait time
Quality Assurance
(QA)
Average time from the last operator
message to the dialogue closing
Quality
First Contact
Resolution (FCR)
Percentage of clients whose issue
was resolved in the first contact
Quality of request processing

17.

Metrics are needed to control the
current state of a CC: Telephony
Efficiency
Quality
Average customer wait time
before operator picks up the
phone
Average Talking Time
(ATT)
Customer Satisfaction
Score (CSAT)
Average duration of dialogue
The index of customer satisfaction
with the consultation
Reaction time
Efficiency total time
Average response time to
Callback request
Number of processed requests per
hour
Accessibility
Ring Time (RT)
Abandonment Rate
(AR)
% of contacts completed by
clients before being connected to
an operator
Quality Assurance
(QA)
Quality of request processing

18.

Metrics are needed to control the
current state of a CC: Mail
Accessibility
Response Time (RT)
Operator response time – how
long it took the operator to give
the first response
Efficiency
Efficiency
Number of processed requests
per hour
Quality
Customer Satisfaction
Score (CSAT)
First Contact
Resolution (FCR)
The index of customer
satisfaction with the
consultation
Percentage of clients whose issue
was resolved in the first contact
Quality Assurance (QA)
Quality of request processing

19.

Basics of the KPI QA points system
The finished consultation is
being saved in our system
Check criteria
1. Starting a conversation
2. Knowledge of a product/project information
3. Client-orientation
The verifier evaluates the
consultation according to the
criteria: writes a comment
4. Communicative skills
5. Working in programs and inserting data
6. Completing a conversation
100 – maximum number of points
for one consultation
7. Critical errors
8. TOV presence

20.

Operator’s motivational scheme
Period
Salary
1 month
PP
2 month
PP
3 month
Standard
Bonus
Efficiency
Bonus
Quality
*Discipline can block eligibility for «Quality» and «Efficiency» bonuses
Measures for the
violation of the
“Discipline” block

21.

22.

We’ll check accesses to work systems
Текст
For all channels
of
support
Adminka
Reddy
Wplan
Nextcloud
WikiSupp
PROQ
Jira
CRM
For Telephony
• Code to enter the line

23.

We’ll check accesses to work systems
Текст
For all channels
of
support
Adminka
Reddy
Wplan
Nextcloud
WikiSupp
PROQ
Jira
CRM
For chats
• SupHelper
• Administrative panel of
Suphelper
• Software for checking grammar

24.

We’ll check accesses to work systems
Текст
For all channels
of
support
Adminka
Reddy
Wplan
Nextcloud
WikiSupp
PROQ
Jira
CRM
For mail
• HelpDesk
• Software for checking grammar

25.

First shift on position
Time
Entering the line
Breaks control
Completing
Arrive to your first
shift 30 minutes
before it starts
Activate the main work
program and start
consultations
Do not forget to pause
before leaving for break
Exit the line. Send
reports (if any)
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Preparation
Difficult questions
Workday
Start all work systems
If you have any questions, please
contact the senior desk
employee/colleagues/SV
Make sure you worked 10h 30m on
the line

26.

27.

Tone of Voice (TOV) – the language
of our support
What for?
How?
Allows to establish emotional contact during the consultation process and create a positive
image of the company among users
We write and speak openly, in
simple language, as with a friend
We conduct small conversations
while waiting for a response from
specialists
We are not afraid to add
emotions to the conversation
We do not use special terms without
explaining their meaning to the user

28.

29.

How to successfully pass the
probationary period?
Glossary
Discipline indicators
Target is a goal that is set for an employee.
It is determined by the Head of a group.
For each lateness without a valid reason > 5
min, 5% is deducted
Fact is the actual result that was achieved
by the employee.
For each violation of company rules and breach
of discipline — 20%
For every gross violation of the company’s rules
— 100%
Link to the operator’s PP checklist

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