Support Center Analyst (SCA) Outline

Transcription

1 Intro Section 1: Getting Started... Section 2: Maximizing Your Learning Experience... Section 3: About HDI... Unit 1: Evolution of the Support Center Section 1: The Evolution of the Support Center... Support Models of the Past The Support Center of Today The Support Center of Tomorrow Benefits of the Mature Support Center Section 2: The Role of the Support Analyst... Be a Leader Display Ethics Display Integrity Adhere to Policy Be a Team Player Know Your Customers Understand the Reasons for Lost Business Drive Consistency within the Support Center Section 3: The Support Center s Role in the Business... Business Image Company Culture Business Impact

2 Unit 2: Strategic Framework Section 1: Strategic Perspective... Establish Your Strategy Vision and Mission Statements Section 2: Service Level Agreements (SLAs)... The Main Components of a SLA Establish Priority Levels Section 3: Standard Operating Procedures (SOPs)... Section 4: Business Alignment... Achieving Alignment

3 Unit 3: Service Delivery Methods and Technology Section 1: Service Delivery Methods... Types of Service Delivery Methods Assisted Service Delivery Methods - Telephone Support - Desk-side Support - Electronic Support Self-service Delivery Methods Self-healing Technology Section 2: Telephony Systems... Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Intelligent Voice Response (IVR) Voice over Internet Protocol (VoIP) Computer Telephony Integration (CTI) Section 3: Service Management Systems... Systems Integration Customer Relationship Management (CRM) Systems Management Systems (EMS) IT Monitoring and Alert Systems

4 Unit 4: Support Center Processes and Operations Section 1: Best Practices for IT Service Management (ITSM)... ITIL Section 2: Incident and Problem Management... Section 3: Change Management... Section 4: Security Management... Types of Security Policies Data Protection Legality Section 5: Knowledge Management... Sources of Knowledge Open and Closed Knowledge Bases Knowledge-Centered Support (KCS) Section 6: Quality Assurance (QA)... Metrics Putting Metrics in Context QA Practices - Call Monitoring - Incident Monitoring Customer Satisfaction Surveys Reporting on Metrics

5 Unit 5: Call Handling Procedures Section 1: Total Contact Ownership... Section 2: Best Practice Procedures for Call Handling... The Call Handling Process Greeting the Customer Placing Customers on Hold Transferring First Contact Resolution and Escalation Providing Status Reports Closing the Call

6 Unit 6: Communication Skills Section 1: The Communication Process... Communication Skills and Customer Service Communication Styles Communication Channels The Communication Process Filters and Miscommunication Section 2: Cultural Sensitivity... Seeking Alternate Methods of Support Section 3: Vocal Elements... Inflection Volume Clarity Intensity Paraphrasing Practice Your Verbal Skills Section 4: Active Listening... Principles of Active Listening Benefits of Active Listening Section 5: Best Practices for Incident Documentation... Steps for Incident Documentation Section 6: Best Practices for and Web Chat... Tonality Professionalism Literacy Demonstrate Effective Use of

7 Unit 7: Problem solving and Troubleshooting Skills Section 1: Problem-solving and Types of Thinking... Creative Thinking Critical Thinking Reasoning Section 2: Questioning Skills... Using Questions Effectively Open-ended Questions Closed-ended Questions Section 3: Solve Incidents with IMPACT... Section 4: Additional Strategies While Troubleshooting... Adapt to Customer Competency Levels Be Diplomatic Choose Words Carefully Keep the Customer Focused Avoid Certain Behaviors Handle and Re-direct Non-supported Items Use Silent Time Efficiently Section 5: Problem Management and Root Cause Analysis... Overview of Root Cause Analysis

8 Unit 8: Maximizing Effectiveness Section 1: Your Customer s Psychological Needs... Call Differentiating Empathy, not Sympathy Section 2: Handling Conflict... Confidence in Customer Service Displaying Confidence Being Assertive Handling Conflict Giving an Appropriate Response Negotiating with a Customer Section 3: Strategies for Handling Difficult Customer Behaviors... Handling an Irate Customer Handling an Inconvenienced Customer Handling an Emotional Customer Handling an Abusive Customer Handling a Rambler Steps for Disengaging Section 4: Stress Management... Types of Stress Physical Symptoms of Stress Ways of Dealing with Stress The Power of a Service Attitude Section 5: Managing Your Use of Time... Multi-tasking Strategies for Managing the Use of Time Section 6: Managing Your Career... Be Accountable for Your Own Development

9 Appendix Appendix A: SCA Standards Appendix B: Exam Preparation Appendix C: Practice Exam Appendix D: Glossary Appendix E: Bibliography