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The thirteenth release of Support Heroes by Kaizo featured Matt dale- VP of Customer Support at Illuminate Education.
In this episode, Matt outlines the evolution of the processes that allow his department to service 12 separate products simultaneously. We see how Matt has focused on keeping his department active and finding new ways to apply agents’ skills during down season. Finally, we touch on how Matt’s number 2’s grew from agents to directors and how their career path can be replicated.
Key Highlights
1. Dealing with extreme seasonality combined with a steep agent skill curve
2. Staying productive in months of low volume
3. Developing a career within the support department
Dealing with extreme seasonality combined with a steep agent skill curve
âGenerally we see about 45% of our volume from mid-August to late November. Thatâs our busy season and we see volume in a lot of products double during that period of time.â
âIn June-July, when school is out, we get very little volume. We suddenly go from that to whiplash speedsâ
The thing that makes this extreme seasonality more difficult for Mattâs team is the steep learning curve involved with supporting their products.
Unlike an industry like ecommerce, Matt canât hire agents on short term contracts to deal with the seasonal volume. Too much training is required before they can effectively contribute…
âDuring the onboarding process we say to [the new agents], âItâs going to take you 6 months to be useful and weâre really okay with that. You need to be okay with that…Weâve all been thereââ
Due to this steep learning curve, agents at Illuminate Education focus on supporting a primary product.
Recently, however, Matt and the team instigated a cross training programme to allow agents to shift between products when more bodies are required for a particular service. Making the department more flexible overall.
âSome of our products are earlier in the cycle whereas some products pick up later. Shuffling things around letâs us be balanced, and if needed, we pull in the CSM team, sales or developers to partner with us and help usâ
Staying productive in months of low volume
âOur off seasons are spent preparing for the next busy season.â
âThe first job our team has is figuring out how we set ourselves up for success this year based on what we learned last year.â
One such task was setting up the aforementioned cross training programme. Doing so was part of a greater trend of taking the off-season to constantly improve processes.
â[During this time] our fundamental is- how do we work on the business, rather than doing the work of the business or working in the business”
The second major strategy is loaning out support staff to other departments when theyâre not required on the frontline due to reduced volume.
âWeâve had [agents] move successfully to the CSM team in the short termâŚa move to QA works well for the technical folks…weâve also had people help with finance…technical sales support…â
âThereâs a lot of different parts of the business that people with a support background can move into and be very successfulâ
Support staff being loaned to other departments or graduating to other roles in the business has positive consequences for Illuminate Education and their customers.
âMaking the whole company more support minded has been a really great unintended consequence of [support staff] graduating into other roles. It has helped us be a better company.â
Developing a career within the support department
âThe mindset it takes to be a good support agent is very different from the mindset it takes to be a good managerâ
âMaking that transition from being queue minded to more company minded- [asking] what do we need to do for the bigger picture of the business is one that can be challenging for a lot of folksâ
Being an agent, one learns about what customers want and how to satisfy their needs. Being a manager in a support setting entails remembering this within a greater scheme of needs and prioritiesâŚ
âHaving a big picture understanding of what customersâ needs are, making sure urgent issued arenât getting ignored, handling what the team needs and what each person needs to be successful, and making sure everythingâs running smoothlyâ
…are all things managers have to balance on top of managing the queue.
Two individuals that successfully made that transition were Kaylin Bailey and Kallen Bakas- who both joined Illuminate Education as agents and are now directors reporting directly to Matt as his number twos.
âKallen Bakas started off as the first support agent and as that team grew, we suddenly needed a team lead and he was the obvious choice.â
âHeâd been there the longest and had good experience helping the remote team feel connectedâ
âKaylin Bailey came as a frontline agent with experience of different support techniques from GoFundMe. She was really good at interacting with peopleâ
âAlthough at the time she was a frontline agent, we started doing the hiring together after sheâs been with us a year. After a couple of interviews, it was clear she knew people and could get to the heart of an issueâ