Streamlining Customer Support Servicing Area Documentation Process

What information would you include in a PowerPoint slide for a client kickoff meeting?

Examples of customer service reviews from previous projects.

Percentage of previous client’s operational areas quality score and call turnaround times prior to documentation usage and after rollout.

Call servicing associates’ Content Management System (CMS) usage reports from previous projects.

What would you do to ensure that the meeting participants are prepared for the kickoff meeting?

Send conference call instructions and set up participant accessibility before the meeting.

Instruct the participants to contact their IT department for setting up their access.

Refer the participants to the call conferencing website for additional instruction.

What step would you take to ensure that the call associate understands how to use the Content Management System?

Tell the call associate that they will become better familiar with the CMS from “hands-on” experience.

Repeat the previous stated discussion points with more detail.

Access documents and provide a demonstration on how the CMS is used step by step.

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