In one of our Remote Care deployments, we have constantly measured the number of remote support sessions. We have seen that there are several support advisors who have not been using the system at all or were using it very little. When we have approached them to better understand this behavior, they claim that it just did not happen yet. We dig deeper and we have understood that they lack confidence with the system. It appeared that they have partially participated in trainings and really did not have a chance to familiar themselves with the system. We have arranged some free time for them to assume control over devices and get to know the system. Once their confidence was back, they have started to use the system as the others. This is nothing new when it comes to deploying a new software - so what is the catch?
The catch is that nobody wants to be embarrassed. Let alone support advisors in the live session with a customer. It is ok not know all the features of a back office system like knowledge management or even customer engagement management. Eventually, the support advisor will find the way to use it and provide the expected service level to the customer. However, remote control software brings you is real time in front of the customer. Whatever you do (or not do), the customer can see in real-time. The pressure to run a smooth professional session is much higher.
Confidence is a must. Do not rush the process. Practice internal hands-on sessions prior to real support sessions. Make sure that each and every support advisor has experienced the system – both as a support advisor and as a device holder. The support advisor must know all the ways to connect to the device and how to best leverage all the system’s features to streamline the support session. When you conclude the training, run a checklist and verify that all the support advisors are certified to operate the system.