Working in technical support for almost 5 years, I've had time to work through many ways of handling customer issues. Every customer has a different issue. Even though the root cause may be similar, the issue will invariably be unique. No two computers have same configuration. No two computers have EXACTLY the same set of programs installed. No two users are the same. With all of these variables, technical support can never be as simple as cause and resolution.

There are two main models of support from my experience. The first is Efficient Support. This model emphasizes the volume of calls. This model can be used with all sizes of companies, and all manner of products. The main concern of an agent in Efficient Support is call duration. An agent in this model will take as many calls as he can in a day, and try to complete each one as quickly as possible. These agents will typically have a long list of what are referred to as "outs." This means situations where you can end the call: directing a customer to a FAQ, or knowledge base, or possibly to another line of support. The point is that the call is over and the agent gets a tally mark for the day.

The second type of support is Single Call Resolution. This model is more thorough in its support approach. When a customer calls into this type of support center, they can expect to have the issue resolved. These agents typically do not have call volumes metered or compared in any way. This model does not often have "outs." The only "out" in this model is when you are telling the customer, "I'm glad I could resolve that issue for you. Can I help you with anything else?"

To compare these support models, look at what the customer and the company expect from technical support. The customer needs help. The Efficient model can definitely provide this, but it may take the customer several support calls to get the correct solution. If the issue is say, user error, sending a user to the standard resolution for an issue may not fix it, and will likely result in increased user frustration. In the Single Call Resolution model, an agent would try the standard method with the user, but would still be on the line when the first approach fails, and thus be able to assist the user immediately with Plan B and C if needed. Finally, a successful resolution goes a long way towards defusing customer frustration and restoring goodwill.

From the company's standpoint, it's much more complicated. Large companies often have much higher call volumes, and discourage spending any "extra" time on a call. But while the customers may be dealt with quickly, they also may have to call back even more frustrated. For each customer handled succesfully, there may be many more, with growing frustration, waiting on hold.

The biggest advantage of Single Call Resolution is the lack of inter-agent confusion and customer frustration. When the problem is solved in the first call, you completely avoid the layers of confusion that can be added by subsequent calls.

- Udo, Technical Support