How much to pay support staff?

[HadleyHost]

Hey everyone :)

I was wondering how much I should pay staff who answer support tickets?

Thanks

[Chicken]

There's not one way to do it. You could pay a flat rate (hourly wage) or a per ticket price. I've seen people mention they do it one of the two ways, as well as people sometimes post looking for work and offer to be paid both ways. You want it all or any particular method?

[nsusa]

Considering the per ticket pay. How does a web host puts into consideration the easy ticket work (5 minutes) and the hard ticket work (30 minutes)?

Chris

[Dras]

Basic Tickets 1 price and advanced tickets another price.

[nsusa]

That sounds reasonable. Thanks.

Chris

[HadleyHost]

Ok, thanks for your input

[Spencer]

I think you should try and pay per time spent. You just need honest ticket takers if you do it that way, but it is the best.

[AffordableHOST]

If you pay per ticket, you are going to get staff that only answers the easy tickets. If you pay per time spent, you are going to screw yourself over when staff takes 20 mins to answer a 5 min ticket. If you pay X for basic and Z for advanced tickets...who's going to make the decision on what was easy/advanced? Are you going to manually go through each ticket and decide?

Pay salary per week. Its the only way that has ever worked out for us. If someone isn't pulling their weight...you fire them. Simple as that.

--Tina