Customer Support Management: Staff Training and Help Desk Agents

This assignment delves into the critical role of staff training in customer support management. It emphasizes the competitive advantage gained through well-trained employees and defines training as a means to enhance employee knowledge and skills. The assignment highlights the importance of both on-job and off-job training methods, while also addressing practical considerations such as managing training expenses and staff gaps. Furthermore, it outlines the requirements for help desk agents, including clear accountability, flexible availability, and the need for effective listening and problem-solving skills. The assignment also stresses the importance of certifications like SOC 2 Type II, ITIL compliance, and Safe Harbour Certification to maintain data privacy and internal controls. References from various sources support the discussion on the importance of staff training for customer support and help desk agents.

Customer Support Management
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Question 1: Staff training and help desk agents
Now days, every segment of market has become highly competitive, which has made it
essential for every company to gain a competitive edge over their competitors, in order to
survive. Retaining well educated and trained staff members can be perceived as a way of
doing it, as trained staff members can serve better, in terms of dealing with customers,
achieving company’s goals, etc (Jueterbock, 2012). In the simplest terms, training can be
defined as “an act of enhancing the base knowledge and skill sets of the employees for going
a job better” (Cedefop , 2019). Therefore, effective employee training is a vital way of
expanding the base of knowledge of the employees, which can ultimately act as a catalyst in
accelerating their performances. In this regard, it would not be wrong to state that the
essentialities of providing proper staff training can be summed up as being helpful in
improving the level of competency among the employees, enhancing their morale, increasing
productivity, improving awareness regarding the effective ways of serving the customers,
maintaining consistency in performances, reducing staff turnover rates, etc (Kennedy, 2009).
Organisations can provide training in two different ways, namely on-job and off-job training.
However, it is essential for the business organisations to take few things in consideration at
the time of thinking about employee training, such as filling the gap of the staff members
attending the training sessions, managing the expenses of the training, etc in order to reap the
best benefit of the entire thing.
Recruitment and training help for the desk agents in the organisation requires careful
considerations. Mapping out the exact requirements that the organisation expects from the
service desk agents including call resolution rates etc, is likely to help in the process of
selecting and straining the ideal candidates (FinancesOnline, 2019). The key to an effective
service/help desk is to ensure that there is clear accountability and that the roles are defined in
order to execute the practice of Service Operation. Often companies like that of Woolworths
Supermarkets requires Help Desk agents who are flexible and are available beyond the
indicated working hours or as per the business needs and requirements or peak trading
season. Hence, it is essential that these companies ensure that the help desk agents are
provided with the required training in order to meet these additional requirements. Further
incentives and bonuses or overtime needs to be provided as motivational factors. Besides,
learning methods for effective listening, questioning as well as resolving problems are
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important, which allows helps desk agents to make clear responses and follow up reports
which are likely to satisfy the expectations of the customers and the managers as well
(AMEYO, 2019). Along with it, it is important that the team works in order to ensure that the
desk maintains SOC 2 Type II certification, ITIL compliant as well as Safe Harbour
Certification as well (FinancesOnline, 2019). As these are likely to ensure that the help desk
agents are able flexible and maintain privacy of personal information and maintain internal
controls in the organisation.
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References
AMEYO. (2019). What is a Helpdesk? Retrieved Sept 20, 2019, from
https://www.ameyo.com/customer-engagement/what-is-helpdesk
Cedefop . (2019). Learning while working: how skills development can be supported through
workplace learning. Retrieved 09 20, 2019, from https://www.cedefop.europa.eu/en/news-and-
press/news/learning-while-working-how-skills-development-can-be-supported-through-workplace
FinancesOnline. (2019). What Is The Purpose of Help Desk In A Business? Retrieved Sept 20, 2019,
from https://financesonline.com/purpose-help-desk-business/
Jueterbock, D. M. (2012). An Explanation on Why Training Is Important to an Organization. Germany:
GRIN Verlag.
Kennedy, G. M. (2009). Career Opportunities in the Automotive Industry. US: Infobase Publishing.
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