This title slide presents the "Tech Support Year-End Review." Its subtitle outlines an annual overview of achievements, metrics, challenges, growth, and future goals.

Tech Support Year-End Review

Annual Overview: Achievements, Metrics, Challenges, Growth & Future Goals

Source: Tech Support Year-End Review

The support team reduced average response time by 25%, handled over 15K tickets, and implemented AI chat support for greater efficiency. They also won the 'Best Support Team' internal award.

Key Achievements of the Year

• Reduced average response time by 25%.
• Handled 15K+ tickets successfully.
• Implemented AI chat support, boosting efficiency.
• Won 'Best Support Team' internal award.

The slide highlights 15,200 tickets resolved at 98% SLA compliance and an average resolution time of 4.2 hours, down 20%. Customer satisfaction reached 92% (up 5%) with 85% first contact resolution.

Metrics and Performance Highlights

• 15,200: Tickets Resolved

98% SLA compliance

• 4.2 hrs: Avg Resolution Time

Down 20%

• 92%: Customer Satisfaction

Up 5%

• 85%: First Contact Resolution

The slide highlights major challenges like high ticket volumes, staffing shortages, and legacy system bugs that slowed responses and frustrated the team. Key resolutions involved hiring 10 new agents, migrating to a modern cloud CRM, and automating 30% of routine tasks for better efficiency.

Major Challenges & Resolutions

In 2023, the team onboarded 5 new hires in Q1 and launched a certification program with 100% completion in Q2. Cross-training workshops followed in Q3, culminating in a 25% team growth and 90+ morale scores in Q4.

Team Growth & Training

Q1 2023: Onboarded 5 New Hires Integrated 5 new team members to strengthen support capacity. Q2 2023: Launched Certification Program Rolled out program with 100% team completion rate achieved. Q3 2023: Conducted Cross-Training Workshops Delivered workshops to enhance skills across all team roles. Q4 2023: Team Grew 25% Expanded team size by 25% with morale surveys at 90+.

Source: Tech Support Year-End Review

The slide highlights a Net Promoter Score of 78 (up 10 points), signaling strong loyalty, and a Customer Satisfaction rating of 4.6/5 from post-support feedback. Top praise goes to Speed & Expertise, while Weekend Coverage is a key area for improvement.

Customer Feedback & Satisfaction Scores

• 78 (↑10 pts): Net Promoter Score

Strong loyalty indicator

• 4.6/5: Customer Satisfaction

Average post-support rating

• Speed & Expertise: Top Praise Areas
• Weekend Coverage: Key Improvement

This slide outlines a ticket-handling workflow under "Technology or Process Improvements," with phases including instant customer receipt, AI triage (<30s), auto-assignment (1min), agent follow-up (24h), and ongoing feedback. Owners span customer, AI system, auto-system, agent, and team/customer, emphasizing rapid automation.

Technology or Process Improvements

{ "headers": [ "Phase", "Owner", "Duration" ], "rows": [ [ "Ticket Received", "Customer", "Instant" ], [ "AI Triage", "AI System", "<30s" ], [ "Agent Assign", "Auto-System", "1min" ], [ "Auto-Followup", "Agent", "24h" ], [ "Feedback Loop", "Team/Customer", "Ongoing" ] ] }

Source: New Workflow Implementation

The Budget Summary table compares budgeted and actual spending for Staffing ($500K vs. $480K), Tools ($100K vs. $95K), and Training ($50K vs. $60K). Staffing and Tools were under budget by 4% and 5%, Training over by 20%, for a total under budget of 3%.

Budget Summary

{ "headers": [ "Category", "Budgeted", "Actual", "Variance" ], "rows": [ [ "Staffing", "$500K", "$480K", "+4%" ], [ "Tools", "$100K", "$95K", "+5%" ], [ "Training", "$50K", "$60K", "-20%" ], [ "Total", "", "", "Under by 3%" ] ] }

Next year's goals focus on achieving a 95% CSAT score and expanding the self-service portal. Additional targets include hiring 15 specialists, integrating advanced analytics, and reaching 30% ticket automation.

Goals for Next Year

• Achieve 95% CSAT score.
• Expand self-service portal.
• Hire 15 specialists.
• Integrate advanced analytics.
• Target 30% ticket automation.

The "Closing & Appreciation" slide thanks the audience for an outstanding year. It expresses excitement for 2024 goals and invites Q&A via support@company.com.

Closing & Appreciation

Thank you for an outstanding year!

Excited for 2024 goals. Q&A? support@company.com

Source: Tech Support Year-End Review