05-31-2008, 05:26 PM
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Aspiring Evangelist
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Join Date: Jun 2007
Posts: 415
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How Do You Pay Your Support Ticket Staff / Salary Based or Certain Amount Per Ticket
Another great question some people may be wondering is:
-1. What's the best method to pay your support ticket staff (Level 1/2 Staff)? Do you pay them on an hourly salary base, or do you pay them a certain amount per ticket they answer?
-2. What software/script do you use to manage your staff if you do pay them per ticket they answer?
-3. What is the average payout you should give to your support ticket staff if they do answer on a per ticket base, and hourly salary?
Great questions there, so hopefully some others can find these of some use.  
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05-31-2008, 07:06 PM
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Invented the Internet
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Join Date: Feb 2001
Location: West Michigan, USA
Posts: 9,675
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We pay our support guys a weekly salary. They either do their job and can keep working for us...or they don't and they get fired.
--Tina
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||| 99.999% Uptime SLA!!!
Plenty of space and bandwidth to fit your needs!
www.AEIandYou.com - - (WP Friendly - Premium Reseller Hosting and Cheap Dedicated Servers) 
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05-31-2008, 07:46 PM
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Aspiring Evangelist
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Join Date: Jun 2007
Posts: 415
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Quote:
Originally Posted by AH-Tina
We pay our support guys a weekly salary. They either do their job and can keep working for us...or they don't and they get fired.
--Tina
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If you were a small company/new company like most in this category of the forum are, what would you charge for a per ticket base, or in your case, since you pay per week, how much would you pay someone per week?
It depends on how many tickets you are getting really to determine really which way to go with this, either on salary or per ticket, but considering if the person was a small company with very few tickets or in most cases none, what would you pay your staff and which method?
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05-31-2008, 10:47 PM
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Web Hosting Guru
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Join Date: May 2004
Posts: 252
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While it does depend on the size and resources of the business, I think paying by support request inherently causes a reduction in service. Where possible, I believe staff should be paid a set salary.
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• Adam
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05-31-2008, 11:08 PM
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Disabled
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Join Date: May 2008
Location: Canada
Posts: 1,333
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Quote:
Originally Posted by NE-Adam
While it does depend on the size and resources of the business, I think paying by support request inherently causes a reduction in service. Where possible, I believe staff should be paid a set salary.
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It is the best route to go.
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06-01-2008, 09:59 AM
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Newbie
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Join Date: Jun 2001
Posts: 26
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Instead of technical support people, you should hire someone to check your entire site for spelling, grammar, and punctuation errors.
EEESH! 
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06-01-2008, 05:36 PM
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Web Hosting Master
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Join Date: Mar 2007
Location: United Kingdom
Posts: 736
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Our two support guys are on a monthly salary.. They do more then hosting support, they support my whole client base, and are very good IT guys straight out of uni and college.
I pay well, they a laugh, they do a great job because they enjoy what they do..
We go out allot socially, and this year Im taking them+partners on a christmas shopping weekend to Paris (short trip across the water) because its cheaper then a bonus.. lol
We're different from most hosting companies in the sence that hosting isn't all we do, so we don't pay our staff in the same way as many other hosters do.
IMO this pay-per-ticket only works if you don't have enough money to take someone on full time, because your too small..
I think if you expect your support staff to act and treat you seriously, make them a serious offer and make it in their interest to give 110%.
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SOA/SaaS/Cloud & Hosting Technology Evangelist
Note: Any opinions expressed are my own and not of anyone else or my companies.
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06-04-2008, 09:03 PM
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Junior Guru Wannabe
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Join Date: May 2008
Posts: 47
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If you are a small company and are on a budget I would recommend outsourcing your support to a quality provider.
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06-05-2008, 06:20 AM
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Web Hosting Guru
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Join Date: May 2004
Posts: 252
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Quote:
Originally Posted by Dabsphere
If you are a small company and are on a budget I would recommend outsourcing your support to a quality provider.
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Don't you offer outsourcing solutions? 
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• Adam
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06-05-2008, 06:21 AM
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Invented the Internet
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Join Date: Feb 2001
Location: West Michigan, USA
Posts: 9,675
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Quote:
Originally Posted by NE-Adam
Don't you offer outsourcing solutions? |
There's nothing in his post or signature that implies that.
--Tina
__________________
||| 99.999% Uptime SLA!!!
Plenty of space and bandwidth to fit your needs!
www.AEIandYou.com - - (WP Friendly - Premium Reseller Hosting and Cheap Dedicated Servers)
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06-05-2008, 06:23 AM
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Web Hosting Guru
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Join Date: May 2004
Posts: 252
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Quote:
Originally Posted by AH-Tina
There's nothing in his post or signature that implies that.
--Tina
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Quote:
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Website Design - Application Development - IP PBX Systems - Call Center Services
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Nope, nothing at all.
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• Adam
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06-05-2008, 06:30 AM
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Community Liaison
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Join Date: Feb 2006
Location: Istanbul, Turkey
Posts: 3,091
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Quote:
Originally Posted by NE-Adam
Nope, nothing at all.
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It's not hosting call center. Did you actually check their website?
__________________
█ Fraud Record - Stop Fraud Clients, Report Abusive Customers.
█ Combine your efforts to fight misbehaving clients.
█ HarzemDesign - Highest quality, well designed and carefully coded hosting designs. Not cheap though.
█ Large and awesome portfolio, just visit and see!
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06-05-2008, 06:35 AM
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Web Hosting Guru
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Join Date: May 2004
Posts: 252
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Quote:
Originally Posted by Harzem
It's not hosting call center. Did you actually check their website?
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As a matter of fact, yes.
Quote:
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Our call center services include both traditional and web based order entry, customer care, technical support, scheduling services and reservations.
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Perhaps I was stupid enough to assume that technical support or customer care are somewhat related to the hosting industry.
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• Adam
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06-05-2008, 06:49 AM
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Community Liaison
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Join Date: Feb 2006
Location: Istanbul, Turkey
Posts: 3,091
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Quote:
Originally Posted by NE-Adam
... that technical support or customer care are somewhat related to the hosting industry.
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Grammatically yes, practically no. Technical support and technical hosting support are different things. From the rest of the content, it is clear that what they provide is not technical hosting support, but support for non-virtual goods or advertising campaings etc.
Then why is that user on this site? I guess because they provide web design services.
Anyway, this is extremely off topic and I see little reason pursuing this dicussion, do we agree on that?
__________________
█ Fraud Record - Stop Fraud Clients, Report Abusive Customers.
█ Combine your efforts to fight misbehaving clients.
█ HarzemDesign - Highest quality, well designed and carefully coded hosting designs. Not cheap though.
█ Large and awesome portfolio, just visit and see!
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06-05-2008, 01:03 PM
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Web Hosting Guru
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Join Date: Jul 2004
Posts: 299
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You will never get the same standards of work by paying per ticket, as opposed to salary. If you think about it long enough you will understand why.
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