- Individual - as in the first support team agent to touch the case owns it through the last response from the customer?
- Team - same as above but a case team handles
- None - the first agent answers the customer and closes the case. If the customer replies, it reopens the case and the next available agent picks it up, answers and closes. And so on..regardless of the number of customer replies.
- Something else entirely?
Post
General Case Ownership. What type of case ownership model do your support teams employ?
Case Ownership. What type of case ownership model do your support teams employ?
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Hey. Not sure if this is relevant, but I'll share my system from our client-centered fintech bank.
The original ticket system was individual. It had a 1st and a 2nd line, and shared 4 principles:
We wanted a CS member to always be in context and control of the case. Also, clients felt the personal touch, when they encountered “their” specialist.
The drawbacks were here, of course. It was always a hassle to find the ticket's owner, owners had to transfer cases, other tickets waited in line.
The updated system was this:
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What changed in the last year? Hope I was helpful to someone ^_^
Individual - agents are assigned tickets automatically and usually keep ownership of that until the end. Sometimes, ownership will be changed because of a shift change or similar and sometimes the ticket will be escalated.
One thing we do a little differently to most is that if the case is escalated to the support engineers, the engineer then responds to the customer directly.
Thanks, Chris. How does it work if the customer replies after the agent has left for the day? Does it go to another agent or is it acceptable for the case to wait until the agent returns for the next shift?
It is acceptable for it to wait usually. We set ourselves to away at the end of our shifts so customers know that we won't be responding. However, we do scan the queues of agents who have left for the day to check for things which need urgent replies
I am sure this process could be improved though.
Awesome, Chris, thanks. We are looking at improving our model - the end of day/shift end/vacation thing has always been a struggle.
I think for everyone! There are no right answers. I would be interested to hear what you decide to do.
Chris, right now we have no case ownership model - as described in "None - the first agent answers the customer and closes the case. If the customer replies, it reopens the case and the next available agent picks it up, answers and closes. And so on..regardless of the number of customer replies."
We are definitely going with a change of some kind - I'll be sure to circle back once we implement. Thanks for sharing your input!