SME support

SME Action Plan

for future improvements

Index

Major benefits

Support Model

Competency model

SMART support

Action plan ideas

Major benefits of a SME

Help streamline workflow

Better knowledge transfer

A subject matter expert (SME) is an individual who has a deep understanding of a key business aspect and is responsible for sharing their knowledge with other stakeholders.

it’s essential to assess and organize all processes, resources, and information associated with that business function to create smooth workflows.

From the outsourcers to the BPO. Within the BPO – from experts to new agents. From agents to end customers.

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Support Model

Identify behavior

Competency model

Identify the objective (KPI)

SMART support

Behabiors subsequently influence how the organization itself behaves and how well it performs.

It's a management model based on personal traits. Competence is not static; it's dynamic and develops over time.

This model provides a systematic approach to goal setting and ensures that goals are well-defined and achievable

key performance indicators can help to understand user experience and measure feature adoption.

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Elements of the competency model

ATTITUDE

Ability

Knowledge

It is important to develop interest and motivation, which are related to the will. WILLING TO DO

The necessary skills and qualifications to perform the role.ABLE TO DO

Required to know how toto perform the tasks and functions of the position. KNOW HOW TO DO

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SMART Support

ATTAINABLE - ALCANZABLE It is crucial to be aware of the resources available to us in order to achieve our goal. We must be ambitious enough to stay motivated, but without going overboard.

SPECIFIC - ESPECIFICO The more specific an objective is, the more easily it can be identified.

MEASURABLE - MEDIBLE An objective must be measurable in order to be able to quantify whether or not it has been achieved.

RELEVANT - RELEVANTE We must ask ourselves WHY we set the objective. It must go hand in hand with our values and must take into account the needs of the subject.

TIMELY - TEMPORIZADO We need to set a date for our objectives; they cannot last over time.

Support ideas

SME POC

"Point of Contact." This specific individual within the LOB wil serve as the primary contact for communication, inquiries, or problem resolution

Follow up tracker

Ensures that customer issues are resolved quickly and efficiently, leading to higher FCR.

A SME’s experience and know-how enable them to spot inefficiencies and gaps related to communication, knowledge, resources, skills, etc., sometimes even better than team leaders.

Handle Que & Auxs

Balances the call load among available agents, preventing burnout and ensuring consistent a good service level.

Floor audit

Ensures agents are following protocols and providing high-quality customer service.

Thank you!

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Wow!

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FCR

What is First Contact Resolution (FCR)?

First contact resolution or FCR refers to resolving a customer’s issue right on the very first call, with no follow-up calls. A higher FCR rate means low follow-up calls, which translates to more satisfied customers and reduced operational costs.