Low turnover - probably the easiest to justify - if you can focus on taking care of customers as apposed to training newbies then that is better for customers. Also, if your current people grow in breadth of knowedge then they can handle more questions in a call from a customer, again saving time and making customers happier.
Community - what is this worth? It is not easy for big companies to pull off - see the conversation below:
- Customer: "Hi, I am haveing trouble with (insert problem here)"
- Tech Support: "John Doe I haven't heard your voice in over a year - I hope that means things overall are going ok? Are you still working with ACME? Great, lets get this current issue resolved..."
Our customers LOVE it. In a small support center, handling a small number of accounts, relationships develope naturally around solving problems together. Pick up the phone and help people, you pretty quickly learn enough about them to work well together.
I wonder if our parent companies larger support teams could find a way to interact with a smaller pool of customers to build relationships back into their business. I think that they could recreate this by breaking into small cellular teams made up of different skill sets and skill levels, and then have them deal directly with a relatively small group of customers - 'their' customers - to increase their opportunity to form value adding relationships.
This also creates internal oportunity for team leaders and section leaders watching over multiple teams to create advancement oportunity (reducing turnover) and competition among teams that could be used to drive continous improvement efforts. Lots of fun potential!