Hiring and structure.
WHAT TO HIRE FOR
Clear writing Patience Curiosity about how things work Willingness to say they do not know
WHAT NOT TO HIRE PRIMARILY FOR
Technical depth.
WHY
Product knowledge is teachable; temperament largely is not.
WHAT TO TEST IN HIRING
A written response to a realistic ticket.
WHY
It is the actual work.
WHAT TO LOOK FOR IN THE ANSWER
Whether they understood the question Whether the explanation is followable Whether the tone is right
WHEN TO HIRE
When volume consistently exceeds capacity, after reducing avoidable volume.
WHY THAT ORDER
Hiring to answer preventable questions is expensive forever.
WHAT STRUCTURE WORKS EARLY
Everyone handles everything.
WHAT TO ADD AS YOU GROW
Specialisation for complex areas A first line handling common questions
WHAT TO BE CAREFUL WITH
Tiers that become a maze for customers.
WHAT TO ENSURE
That the first line can actually resolve most things.
WHY
A first line that only forwards adds delay and nothing else.
WHAT TO DOCUMENT AS YOU GROW
How things are done, so it survives individuals.
WHAT TO PLAN FOR
Coverage across hours and absence.
