We break down workforce management in this easy to read, easy to use guide. Check it out!

Support Team Operations Solutions with Assembled

Forecasting, scheduling and realtime analytics all in one place.
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

View schedules in Slack

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going.

Support Team Operations Solutions

Today, the expectations of customers are higher than they ever have been in the past. Therefore, if you run a business, you need to make sure that you were able to rise to meet the expectations of your customers. This means providing exceptional customer service, which is exactly where support team operations solutions come in handy.

A lot of companies rely on call centers to help them perform operations like support, service, and sales. For example, if a customer calls a company for help, this call is usually routed to a call center staffed by trained agents. It is critical for companies to make sure they run these operations efficiently. If a customer ends up waiting a long time to have his or her call addressed, or if the issue is unable to be resolved, then he or she is not going to be satisfied and it will reflect poorly on your overall brand and experience. At the same time, if the company is unable to meet the needs of their service agents, then their employees are going to be unhappy as well. This is where consumer operations support is helpful.

When it comes to support team operations solutions, it is critical for companies to think carefully about the tools that are available to help them increase the efficiency of their call centers. For example, companies need to make sure that they are able to track their key performance indicators appropriately. Over time, companies need to see if their agents are handling their calls efficiently. For example, one of the most important key performance indicators is the number of calls that a customer service agent is able to handle in a given hour. If the company realizes that its average number of calls handled in a given hour is dropping, it is important to figure out why.

It can be time-consuming to track all of these metrics by hand or using spreadsheets. Therefore, companies need to make sure that they invest in software that can help them. This is where operations solutions are helpful. All business leaders need to learn more about these solutions and how they can use them to improve the efficiency of their call centers.

Customer Operations Strategy

It is important for businesses to develop a firm plan when they are trying to figure out how to best meet the needs of their customers. There are a few common examples of strategies that companies will employ to make sure they get the most out of their call centers. For example, it is important to make sure that customer agents are paired with phone calls that they can handle in an efficient manner. It is helpful to segment phone calls based on the nature of the complaint. For example, if there is a specific issue with a certain product, it is a good idea to make sure that someone who is familiar with that product answers this call. On the other hand, if there is a specific technological issue, then it might be a good idea for someone on the tech team to handle this call. Segmenting the calls appropriately is critical to the success of a call center.

It is also important for companies to make sure they have the right number of agents working at a given time. If a company does not have enough agents at the call center, then customers are going to end up waiting for an inordinate amount of time, leading to frustration. On the other hand, companies do not want to pay people to work if they are not needed. This is where forecasting is important. It is a good idea for companies to take a look at historical data and make sure they have the right number of agents working based on their needs at the same time last year. This is particularly important for businesses that are seasonal in nature. That way, businesses will get the most out of their operating and support team.

Customer Support Operations

In order for businesses to make sure they are using their call centers appropriately, it is important to take a closer look at customer support operations. This is an overview of how teams run. When businesses are building a technical support team, they need to think about how their agents are going to work together to handle the phone calls of customers. For example, at the top of the list is usually a customer support operations manager. This should be someone who has a lot of experience working in the call center. They understand how the call center works, have phone calls come in, and how they are routed.

In the call center, individual agents are going to use computer software to field calls as they come in. When there is a call ready to be answered, the agent will click a button, signifying they are ready for the call to start. Usually, the phone call is recorded for quality assurance.

The agent will do his or her best to handle the needs of the customer as quickly as possible. If the agent is unable to address the needs of the customer, then he or she should escalate the phone call to someone who is higher up the food chain. For example, this could be a manager. Or, there could be someone in between the manager and the customer service agent who tries to address the call first.

The ultimate goal of the call center is to handle all of the needs of their customers as quickly and as efficiently as possible. It is important for customer support operations managers to track the first time call resolution rate. If they realize that customers continue to call back because their needs are not handled appropriately the first time, the manager should try to figure out why. In some cases, it might be a singular agent who is falling short. In other situations, there might be an issue with the entire team. That way, the business will be able to address these issues efficiently.

Service Operations

It is important for companies to note that service operations may vary depending on the types of service operations that are being handled. For those who are wondering, “what is customer service operations,” this simply refers to the phone calls that come in for a wide variety of issues.

For example, if a consumer is calling the company with a specific concern, they are probably calling about a certain issue they may have with a product or service. In this situation, it is a good idea to locate a specialist who is intimately familiar with that product or service who can address the needs of the customer in an efficient manner.

On the other hand, some people may be calling in because they have questions about a certain sale that took place. In this situation, it might be a good idea to let this get handled by the sales team. If the sales team is trying to process a large order for a particular client, it may be better to let that sales team pick up that call. This is one of the most important parts of ensuring that customer service operations are handled efficiently.

Support Operations

In addition to general product or service phone calls, there may be technical support that is required as well. This is where support operations will get involved. When it comes to the support team responsibilities, this usually involves handling technical issues that may arise from time to time. These phone calls may take a little bit longer to resolve, so it is important to make sure that they are handled by a support operations specialist. In this situation, the support operations manager is usually heavily involved as well, ensuring that every step is handled appropriately.

Support operations jobs are usually more involved than general customer service jobs. It is not unusual for a simple product or service phone call to be handled in a few minutes by a trained agent. On the other hand, if there is an issue that involves the support operations team, this could take several hours or several days to resolve. These are incredibly complex issues that require the attention of those who have a lot of experience. It also takes a lot of patience to handle these types of calls. This is why a lot of companies decide to place their best agents at the forefront of these teams.


Customer Service Operations Manager

Finally, it is also important to take a closer look at the role of the customer service operations manager. When it comes to a customer support operations job description, the manager is usually the person in charge of the entire operation. After all, the entire customer service operations purpose is to make sure that the needs of customers are met. Otherwise, customers may end up moving to one of the competitors instead.

The manager is responsible for handling the questions and concerns of employees as they arise. The manager will also report to someone above them, making sure that their call center is running in an efficient manner. If there are problems at the call center, the manager may be responsible for fixing them.

In addition, the manager is also going to be responsible for tracking key performance indicators of the call center. This is why the manager needs to stay on top of the call center’s key performance indicators, particularly if they realize that one of the key performance indicators is starting to lapse. A manager also needs to know when to ask for help from someone above them. That way, the call center runs as efficiently as possible and customers remain satisfied with their interaction.

This will change things.

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