Bering McKinley Peer Team Building: MTA Landscape Results & Company Metrics Growth
the MTA Landscape survey results and Company Metrics growth for Bering McKinley Peer Team Building's structure success. Learn about aligning salaries, real drivers, and using information effectively. Discover big dials for client experience and identify opportunities for change to enhance client engagement. Understand the difference between big and small dials in driving desired outcomes."
Uploaded on Feb 17, 2025 | 1 Views
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
You are allowed to download the files provided on this website for personal or commercial use, subject to the condition that they are used lawfully. All files are the property of their respective owners.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.
E N D
Presentation Transcript
Bering McKinley Peer Team Building a structure for MSP success 1 The MTA Landscape The MTA Landscape Results from the Survey Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success MTA Alignment 2 Company Metrics Company Metrics Growth, Focus, Team Size Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success MTA Alignment 3 Salaries Salaries Level 1, Service Leader, Sales Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success MTA Alignment 4 Real Drivers Real Drivers How do you stack up? Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success MTA Alignment 5 How to use this information How to use this information Average is an ok starting point It s not where this team want s to be What s awesome about all of this? Changing any one of these metrics is single decision. Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success 6 Big Dials for Client Experience Big Dials for Client Experience Identify areas of change for high client engagement and happiness Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 7 What are big and small dials? Big Change Needed More than 25% outside of goal Bold and challenging Fast Execution Change in Course Out of alignment with goals, values, or personal happiness Minor Adjustments Needed With-in 25% of goal Looking to step into change Small changes Slower pace Change degree Right direction, right path, wrong degree of application. Small Dial Big Dial Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 8 What are some examples of a great client experience? MTA CSAT Average: 4.24 Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 9 What does a great Client Experience look like? What does a great Client Experience look like? Fast Response Correct Aptitude Pleasant Attitude Provides Closure Follows Up 1 2 3 4 5 Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 10 What are some common challenges? What are some common challenges? Delays in response Delays in delivery Broken promises Not caring Not being polite Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 11 #1 Biggest Fault for a great Client Experience Everything leads back to Communication Everything leads back to Communication Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 12 Where do we apply action? Where do we apply action? Fast Response Correct Aptitude Pleasant Attitude Provides Closure Follows Up 1 2 3 4 5 Consider Service Delivery Change Review Dispatch Process Customer Service Training Review Service Delivery Update Survey Process Update Education Set Clear Expectations Update ticket requirements Consider % of direct follow up Review Dispatch Process Consider Service Delivery Change Measure and report findings Easy Comp Calculations Review ticket / project flow Adjust staffing Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Big Dials 13 Identify your Big Dials right now Identify your Big Dials right now You know what they are and who can turn it around Changing the Big Dial items will only be difficult if you let them be difficult Everyone will support you changing direction Share Encourage - Challenge
