Ticket Handling

Being present where your customers are means handling each and every ticket no matter what the case is or what time it is. The importance of response times is just the beginning of properly handling a customer inquiry as is the importance of following through with that ticket till it is completed.   

BDP Call Center - Ticket Handling Best Practices

1. Response Times.

Response times need to be under 30 minutes even if we don’t have an immediate solution. At BDP Call Center, our bench for response time is 5 minutes or less. Your clients can face a wide array of problems. Be it an order mistake or an incorrectly billed credit card, it is always an inconvenience for them. A quick reply will let them know that the cavalry is coming and that their problem will be resolved soon.

2. Don’t bounce a support ticket between departments.

Nothing gets in the way of a quick ticket resolution like bouncing it from one department to another. Support sending a support ticket to the technical team to fix a bug in the system. The tech team sending the ticket back to get more information on the case. All this happening while your client waits for a solution.

 

At BDP Call Center, it is imperative that we understand as many aspects about your business as possible. Part of our boarding process will be understanding all call types and developing custom in-depth training systems setting up the agents for success when working with your consumers.

3. Pay attention to ticket statuses.

All to many times tickets get lost or customers don’t get their answers because of badly assigned ticket statuses. Choosing the right support ticket status is crucial to successful ticket resolution. BDP Call Center has provided consulting to many CRM solution providers in managing consumer status and flow. Developing and refining best practices through years of experience and optimization.

4. Make your responses simple.

The easier to understand your replies are, the faster the case will get resolved. Whenever replying to a customer, we clearly outline what needs to be done next to solve the problem. Nobody likes reading through a wall of text only to find the answer at the very end. Keep it simple!

5. Handling old tickets first.

When selecting a ticket to address, you should consider starting with the oldest one. This is because the client who created that ticket had to wait the longest. At BDP Call Center, we always have additional layers of support added to each program as we like to call “burst coverage”. It won’t matter that you solve some tickets within an hour if there are customers who had to wait for weeks just to get an answer. In the case of higher than expected ticket handling volume, we have practices in place to immediately offset the demand.

6. Check for new tickets regularly.

Being proactive is always a better strategy than being reactive. By outsourcing your customer service to a company like BDP Call Center this no longer becomes your thought but it becomes our priority. All tickets are immediately received with high priority.

7. We don’t leave cases unfinished.

A support ticket remains unsolved in the eyes of a client until they receive a proper notification. We don’t leave your customers in the dark! When we solve the case, we make sure to let the customer know that their problem has been handled and that they can now use your services normally.

Common Ticket Types:

  • Service Request

  • Incident Ticket

  • Problem Ticket

  • Change Request

  • Task Ticket

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Vaudreuil-Dorion 

QC, Canada

J7V 5V5

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