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Regardless of your team size, embracing a customer-centric model is crucial. Our services ensure every support agent is equipped with the foundational skills, product knowledge, and procedural clarity needed to handle their customer interactions successfully.
Hiring plan
We provide a repeatable, reliable system to scale their team with high-quality talent, significantly reducing the risk and cost associated with poor hiring decisions.
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Job Description Templates designed to attract the right candidates, clearly articulating the role's impact, growth opportunities, and required technical proficiencies.
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Interview Guides: A set of questions for each interview stage (e.g., screening, manager interview, executive interview). This includes behavioral questions tailored to assess the core competencies.
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Support Skills Assessment: A take-home or in-session test designed to evaluate the candidate's core support abilities, such as a written ticket response simulation to assess tone, clarity, and troubleshooting logic.
Team Onboarding & Training
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New Hire Onboarding Manual: A comprehensive guide covering team structure, cultural norms, communication standards, and a "Day 1 to Day 30" Checklist for managers and agents.
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"Tone of Voice" Guide: A quick-reference document with do's and don'ts, example phrases, and templates reflecting the client's brand personality (e.g., professional but fun, empathetic and authoritative).
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Core Product Knowledge Training Deck: A modular training presentation focused on the Top 10 features and the Top 5 incoming issues, providing agents with immediate answers to the most common customer questions.
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Ticket Handling Best Practices : A step-by-step procedure guide for opening, classifying, researching, resolving, and closing a ticket efficiently within the help desk system.
Performance Management & Coaching
​We develop a scalable, and growth-oriented process for evaluating performance, fostering career progression, and reducing turnover.
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1:1 Coaching and Review Framework: Templates for 1:1 meetings, including sections for reviewing KPIs, discussing QA feedback, and tracking progress on individual goals.​
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​Career Pathing Matrix: A document outlining clear progression steps for support agents Each step includes defined required skills, experience, and compensation bands .
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Goal Setting (SMART) Toolkit: A guide and template for managers to collaborate with agents in setting S.M.A.R.T. (Specific, Measurable, Achievable, Relevant, Time-bound) performance and development goals each quarter.​
