Technical Support Centre Dashboard

Key Insights

1. Channel Utilization and Customer Preferences

Insight: Email is the most utilized channel for ticket submission, followed by chat and phone.

Analysis: The preference for email (53.85%) suggests that customers value the ability to detail their issues comprehensively. Chat (34.91%) is also popular, likely due to its real-time interaction capability. The relatively low use of phone support (11.24%) could indicate that customers prefer written records of their support interactions or find digital channels more convenient.

Actionable Strategy: To enhance the customer experience, the support centre should:

• Ensure robust and responsive email and chat support systems.

• Provide training for agents to handle email and chat queries effectively.

• Promote phone support for issues that may require immediate attention or more personalized interaction.

2. Priority Level Distribution and Resource Allocation

Insight: The majority of tickets are low priority (51.15%), with medium (30.98%) and high priority (17.87%) tickets also significant.

Analysis: While low-priority tickets dominate, medium and high-priority tickets require more immediate and specialized attention. This distribution indicates a need for balanced resource allocation to ensure high- and medium-priority issues are resolved swiftly without neglecting low-priority tickets.

Actionable Strategy:

• Implement a triage system to prioritize high and medium-priority tickets.

• Allocate dedicated teams or specialists for high-priority issues.

• Use automation tools for low-priority tickets to streamline resolution processes.

3. Work Hours Distribution and Support Availability

Insight: A substantial number of tickets are submitted outside regular work hours, including overnight (23.73%) and late night (21.97%).

Analysis: The significant after-hours ticket volume underscores the need for continuous support availability. Customers from different time zones or with urgent issues often seek assistance outside standard business hours.

Actionable Strategy:

• Extend support hours to cover after-work periods effectively.

• Implement a follow-the-sun model to provide 24/7 support using global teams.

• Use automated response systems and chatbots to handle common queries during off-hours.

4. Geographical Distribution and Regional Support Needs

Insight: Germany and Italy show the highest ticket volumes, particularly in pricing and licensing, and product setup.

Analysis: The high volume of tickets from Germany and Italy highlights region-specific support requirements. This could be due to a larger customer base or specific product usage patterns in these countries.

Actionable Strategy:

• Deploy region-specific support teams with local language skills and knowledge of regional product usage.

• Analyze common issues in these regions to develop tailored FAQs and support materials.

• Conduct periodic training for agents on regional market specifics and customer expectations.

5. Performance Ratings and Agent Efficiency

Insight: Agents like Connor Danielovitch and Nicola Wane receive high performance ratings, indicating strong customer handling capabilities.

Analysis: High-performing agents are crucial for maintaining customer satisfaction. Their skills and strategies can serve as benchmarks for other agents.

Actionable Strategy:

• Recognize and reward high-performing agents to maintain motivation.

• Implement mentorship programs where top agents guide and train new or lower-performing agents.

• Analyze the methods and practices of top agents to standardize effective support procedures across the team.

6. Weekday vs. Weekend Ticket Volume

Insight: The majority of tickets are generated during weekdays (84.94%).

Analysis: The higher ticket volume on weekdays suggests peak support demand aligns with typical business days. However, the 15.06% of tickets on weekends still represent a significant volume that cannot be ignored.

Actionable Strategy:

• Ensure sufficient staffing levels during weekdays to handle peak volumes.

• Maintain a smaller but efficient team during weekends to manage the steady flow of tickets.

• Consider flexible work schedules for agents to balance workload and availability.

7. Ticket Creation by Topic

Insight: Pricing and licensing, along with product setup, are the most common topics across multiple countries.

Analysis: Issues related to pricing, licensing, and product setup often require detailed explanations and can be critical for customer operations. Addressing these efficiently can significantly enhance customer satisfaction.

Actionable Strategy:

• Develop comprehensive guides and resources for pricing and licensing, and product setup.

• Provide specialized training for agents to handle these topics proficiently.

• Create a dedicated support channel or hotline for complex issues related to these topics.

Conclusion

By leveraging these insights, the Technical Support Centre can refine its strategies, enhance agent performance, and ultimately improve customer satisfaction. Focusing on efficient channel utilization, balanced resource allocation, continuous support availability, region-specific strategies, and specialized training will ensure the centre operates at peak efficiency and meets customer expectations effectively.

Raw Data in Excel