Our Goals - Computer Repair, Networking, Website, On-site Tech, Printer, mynians.com

"I want agents to be a resource traffic cop. Much like the librarian, the agent point’s callers to other areas/resources where they can obtain the answers they need."

These goals could have conflicting ideals. "The expert interaction requires more skilled agents, while the resource provider needs access to different types of information but may not have to know it all.” With clear goals, you can have proper agent training programs and skill-based routing capabilities to get the right call to the right person the first time.

"These scenarios all have different expectations for the agent and will need differing tracking mechanisms.” If you are offering technical expertise, you want to track whether a customer had to call again on the same issue; or if your goal is to handle numerous callers who are asking simple questions, you will rely on a customer relationship management (CRM) application integrated with your Field Technician system. The CRM application will be critical in tracking for efficiency and customer satisfaction.

So, in assessing performance based on goal achievement, "I want to be able to say that our problem was 'X' because we were never able to do 'Y.' Now we can 'Y' and the result is the customers were better served, we have simplified our business processes, and we are able to measure and to sustain our success."

Field Technician managers should consider not just the right skill sets but also the right attitudes. "The Right People must have the Right Attitude to do the Job Right-in order to achieve the proper balance and provide the best service to your customers."

Oftentimes, attitudes are influenced by service level expectations. "It is important that service levels are attainable…very high expectations could stress out your valued assets-your support representatives." Pablo explained that it is better to have low service levels at the start, and meet or beat them rather than start with high expectations and fail. "Customer reps are challenged to improve performance when service levels are attainable and goals are increased as set levels are met."

Field Technician managers should encourage participation from the crew, especially during sessions where concerns with service level performance are discussed. "Be sure to acknowledge their effort and support…it is important that reps are updated on the service levels," she said.

What We Look For In an Employee

First – How Do You Find a Sufficient Quantity of Quality Applicants for your Technical Support/Field Technician Positions?

Second – How Do You Weed Out the Job Candidates Who Will Burn Out Fast Because They Aren't Suited For The Work, and Identify the People With the Skills, Motivation, and Work Ethic to be Your Top Technical Support/Field Technicians?


There are a Series of Best Practices Steps you can take to address these Two Issues in order to Recruit More Top Performing Technical Support/Field Technicians:

Create a Technical Support/Field Technician Success Profile – What are the Core Competencies, Personality Traits, Skill Set(s), and Demographics of your Optimal Performing Technical Support/Field Technicians?

Create a Recruiting Strategy – Create a Recruiting Communications Plan that Identifies & Targets Active and Passive Job Seekers that Meet your Technical Support/Field Technician Success Profile Criteria.

Deploy an In-Depth Telephone Screening Process – All of your Recruiting Advertising should use as the Call-to-Action a 24x7 Automated Phone Screen, which is then followed by a Structured Telephone Interview.

Deploy Pre-Employment Assessment Testing – to confirm the Personality Traits and Skill Set(s) you need in your Technical Support/Field Technicians.

Use a Structured Face-to-Face Interview – based on Core Competencies, Personality Traits, and Skill Set(s).

Have Your Candidates Experience a Job Preview – Depicting Day-to-Day Activities, Responsibilities and the Environment of your Technical Support/Field Technician Call Center.
Reference Verification - (also Security Clearances / Drug Testing if required)
These Best Practices Steps will allow you to Recruit & Select New Technical Support/Field Technicians who fit your Employment Needs Better and Stay On The Job Longer - leading to a Technical Support/Field Technician Workgroup that has More Experience and is More Productive.

I would be Happy to Prove to you – in Advance and at No Charge – that this Proven Process to Cost-Effectively Recruit & Hire Top Technical Support/Field Technician Talent Will Work for your Call Center as well.