Customer Support Team Lead Interview Questions and Answers

Address the issue directly, provide support and training, set clear expectations, monitor progress, consider reassignment or termination if necessary.

• Have a one-on-one conversation with the employee to discuss performance concerns

• Provide additional support, training, or resources to help the employee improve

• Set clear expectations and goals for improvement

• Regularly monitor the employee's progress and provide feedback

• Consider reassigning the employee to a different role or term...read more

Metric KPIs are key performance indicators used to measure the success of a customer support team.

• Metric KPIs should be specific, measurable, achievable, relevant, and time-bound (SMART)

• Examples of metric KPIs include average response time, customer satisfaction score, first contact resolution rate, and ticket resolution time

• These KPIs help track the team's performance, identify areas for improvement, and ensure customer satisfaction