New case study: Children's Miracle Network Hospitals

RAMPING A CORE CUSTOMER SUPPORT TEAM ON SHORT NOTICE, Part Two

As previously noted, ramping support for a project is an exciting turning point in your success, but can often come unexpectedly, or at the last moment.  And sometimes the need to ramp a project comes with tentpole marketing events throughout the year — supplemental support needs, or community back up.

I already covered a bird’s eye view on how we, at Metaverse Mod Squad, are able to ramp quite quickly.  Here are additional steps we take to make our clients successful:

Let’s Chat!

b8ac6f4a8ec70ef63fe233We’ve found the ideal candidates from our large pool of talent. Now it is time to evaluate this unique individual for this unique project. Also worth noting, this step is especially important for projects that desire phone support.

  • Test the current knowledge of the product or project.
  • Test resourcefulness and role play scenarios on-the-fly.
  • Review of tone, personality, and personal goals.
  • Identifying strengths and struggles, and how this mod may adapt and excel.

Scope it out

Before we can actually onboard our staff, we need to know all specifics – beyond contracted scope. This step usually happens in tandem with the team-building process.

It’s easy to say, “What do you need?” and have the response be, “Customer Support.” But, as they say, the devil is in the details. Subsequently, we ask a series of targeted questions to help flesh out the particulars of the project, and identify core operational objectives.

If our clients do not have these answers — NO WORRIES — we can help.  Being a part of a large company like ours means we also have access to a lot of departments, and strategists, who are available for consulting on such needs.

Welcome to the Team

Once we’ve received all the pertinent paperwork and access points from our client, and we’ve green-lit our core team, we start fitting the pieces together. As mentioned, each project has a specially-chosen project manager.  That PM actively communicates with the client, builds and shares training needs and documentation, and schedules all necessary tasks prior to and needed for launch of services.

Screen Shot 2014-11-20 at 1.42.27 PMI know this still seems like quite a bit to accomplish for a short ramp, but we’ve done it, and we’ve got it down to a science.  The secret, so far, seems to be hidden in the target launch time/date; as it really motivates our team.  How?  We have found that if a new project is in one of our mod’s wheelhouse, or appeals to his or her passions, there seems to be an inherent drive to jump in, engage, and succeed – which is inspiring.

Over our tenure, at Metaverse Mod Squad, we have been able to support some of the biggest and best brands in the world!  We’ve learned a lot, and continue to do so, as we grow with our clients, and their needs (case in point – last minute ramping).  It’s been a pleasure, and we look forward to helping you in any way we can!

Josh Smith
Project Manager

This entry was posted in Best Practices, Customer Support, Digital Engagement, Mods and tagged , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink.

Get On Your Soapbox