General Information About
Service Control Team
The service control team plays an important role in the company by making sure customer service work is done correctly. The team monitors and evaluates the work of Customer Support and Service Desk specialists to ensure that internal standards and procedures are followed.
Service Control specialists review customer interactions (chat/call/mail/inner messages/tickets), find errors and report. They help improve service quality by giving feedback and pointing out areas that need improvement.
Team members must be careful, detail-oriented, objective and have a thorough understanding of customer service procedures/products.
Meet Our Team
Lilit Tadevosyan
Head of Operational Performance
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Tatevik Azizyan
Manager of Service Control Team
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Service Control Team
Working Procedure:
Reviews of the previous day's customer interactions are a daily Service Control specialist responsibility. This centers on documenting each monitored case, identifying the specific error type and providing performance feedback. For urgent cases where a specialist has failed to handle as requested, service control specialists report directly to the team lead or the responsible Customer Support/Service Desk employee rather than waiting for the monthly report meeting.
Departmental Structure
Service Control Team consists of team lead and specialists with focus on multiple regions.
Core Software & Applications
AGP - Customer data verification
QueueMetrics -Call monitoring
Hoory - Chat monitoring
Jira - Ticket monitoring
Backoffice Software - Customer data verification
PowerBI - Task quantity/ Specialist task data checking
Google Sheets - Case filing
PadayoPlus - Internal communication / specialist request monitoring
