How to solve problems with managing online sales staff ?

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#1
Hi all,
I own three web sales of cosmetics, pharmaceuticals and electronics. The number of customers is increasing and the number of support staff is also increasing but still have negative feedbacks about services and support. I cannot seem to control those mistakes. Give me your solution and your experience.
Thanks in advanced
 

Alex_smith

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#2
Plans for targets of works - you need to give your sales online targets of work and it must be Smart, Specific, Measurable, Achievable, Realistic and Timely with range of marks from 1 to 5 (No good to Excellent)
Assignment Groups - you should have a meeting weekly or monthly and you receive new ideas, also give issues and they will give you best solutions on the discussion.
Let they talk - you hear their opinions, solutions and take the responsibility in doing their works

Just 2 cents!
 

TerranceM

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#3
I think first of all you should have a good CRM where you can track support related tasks and tickets. You can review the tickets raised by the customers and which support guy has handled the ticket and how good he/she was. This way you can manage and keep track of the things and definitely points mentioned by @Alex will also be handy for management.
 

bountysite

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#4
I can think of looking at their mistakes(chat or support) and discussing them.
A KB which is constantly built, with what should be done for x, y and respective answers. Use mediawiki, mkdocs, moinmoin.

Improve support typing speeds.
 
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