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Ensuring Quality Support by Measuring Quality of Responses Mike Myers Director – Help Desk Operations Robin Rea Process Services Project Manager CompuCom Systems. Who Is CompuCom?. - PowerPoint PPT Presentation
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Ensuring Quality Support by Measuring Quality of Responses
Mike MyersDirector – Help Desk OperationsRobin ReaProcess Services Project ManagerCompuCom Systems
Ensuring Quality Support by Measuring Quality of Responses
Mike MyersDirector – Help Desk OperationsRobin ReaProcess Services Project ManagerCompuCom Systems
Who Is CompuCom? Who Is CompuCom? CompuCom provides outsourcing and systems
integration solutions that enable Fortune 1000 and high-growth companies to simplify the selection, integration and cost-effective management of IT and infrastructure for business advantage.
CompuCom’s award-winning Enterprise Help Desk (EHD) provides help desk services to over 60 companies
Two centers, (Dallas & Phoenix), with over 300 agents and support personnel.
What Are Our Help Desk Quality Initiatives?What Are Our Help Desk Quality Initiatives?
Aspect Call Monitoring
Problem Management System Ticket Quality Review (also referenced as scrubbing)
Knowledge Base Integrity (Primus)
Client Satisfaction “Hot Sheets”
Agent / Supervisor Incentive And Performance Package (AIP / SIP)
Why Have a Quality Review process?Why Have a Quality Review process?
The Enterprise Help Desk understands the importance of quality responses to our customers in order to ensure:
Consistency
Continuous Improvement
Customer Perception (Satisfaction)
Performance Management
Data Integrity
Call MonitoringCall Monitoring
Criteria:
Monitor 2 Agents Per Day Per Team
Minimum Of 3 Calls Per Agent Per Month
Monitoring Results Are Logged And Tracked in Database
Provide Feedback And Coaching
Call MonitoringCall Monitoring
Process:
Supervisor Or Team Lead Listens (Monitors) Aspect Call
Agents Performance Is Tracked And Verified Via The Quality Assessment Database As Call Progresses
After Call Is Completed, The Call Reviewer Checks Quality Of Problem Management System Ticket And Enters Results Into The Database
Call Monitoring Call Monitoring
Analysis and Feedback: Generate Database Report On Agent Performance Provide Agent With Call Feedback And Coaching Update Agent Monthly Performance Report With
Call Data Record Results in Quarterly Agent Incentive
Program Database
Call MonitoringCall Monitoring
Database: Access Platform Provides Historical Data Various Reports:
By Individual By Team By Management Unit By Customer
Ticket Quality Review (Problem Management System)Ticket Quality Review (Problem Management System)
Criteria: 100% Review Of Each Ticket Review By Next Business Day Results Logged And Tracked In Database Provide Feedback And Coaching Generally Performed By Supervisor, Team Lead Or
Floor Advocate
Ticket Quality ReviewTicket Quality Review
Process: Run Problem Management System (PMS) Report For
Previous Day’s Tickets Enter Each Ticket Error Found Into The Ticket Quality
Review (Scrubbing) Database Database E-Mails Error Records To Agent For Correction Agent Corrects Errors in PMS by Next Business Day Ticket Reviewer Checks For Error Correction And Updates
Ticket Quality Review Database
Ticket Quality ReviewTicket Quality Review
Analysis and Feedback
Generate Database Report On Agent Performance (Total Number and Types of Errors)
Provide Agent With Ticket Feedback And Coaching Update Agent Monthly Performance Report With Call
Data Record Results In Quarterly Agent Incentive Program
Database
Ticket Quality ReviewTicket Quality Review
Database: Access Platform Provides Historical Data Various Reports:
By Agent By Team By Specific Ticket By Customer By Date Range By Multiple Error Statistics Overall Error Percentage Report
Knowledge Base (KB) IntegrityKnowledge Base (KB) Integrity Knowledge Management Team:
Knowledge Management DBM Knowledge Management Champions (KC Team)
“Best Of The Best” In Authoring, Usage, And Understanding Used for multiple tasks
Mentoring (Operations Focused) Expert Quality Control (Customer Focused) Testing And Evaluation (New Versions/Content; Standard
Changes) Knowledge Management Quality Control Agents (QC Team)
Technical Accuracy Uniqueness Grammar/ Spelling Other Content Standards
Knowledge Base IntegrityKnowledge Base Integrity
Content Standard Is Essential! Defines Usage, Workflow, Properties, Grammar, Syntax, Definitions, Acronyms, etc Dynamic Document That Is Revised Regularly
New Knowledge Base Solution Flow Agent Creates A New Solution QC Agent Reviews Solution Accuracy KC Agent Approves Solution So It Can Be Published For Use By
All, Specific Customer Use, Or Internal Use Only
QC’s, KC’s and Agents Knowledge Base Performance Is Tracked in The AIP Program For Setting Of Specific Goals
Customer Satisfaction Hot SheetsCustomer Satisfaction Hot Sheets Goal: 4.3 Overall Score On a 1 – 5 scale Follow-up Criteria:
Less Than A 3.0 Score On Any Individual Question Request For Follow-up By The End User Respond Within 2 Business Days OF Hot Sheet Receipt
Flow: Hot Sheet Received From 3rd Party Surveyor By The Help Desk
Supervisor Hot Sheet Is Logged Into The Hot Sheet Database And Supervisor
Performs The Follow-up Activity
Feedback: Agent Coaching Monthly Report To Client Contact AIP Input
Agent Incentive/Performance Program (AIP)Agent Incentive/Performance Program (AIP)
A Means To Measure, Record and Ensure Accountability: Annual Goals Department Goals Team Goals Agent Goals
AIP Structure: Eligibility Achievements Initiative: Special Projects:
Frequency Of Formal Feedback Monthly Performance Quarterly Incentive Focal Point (Annual) Review
Keys T0 SuccessKeys T0 Success
Align Metrics With The Business Goals And Objectives
You Must Consistently Inspect What You Expect”
Customer Satisfaction, Image And Perception Are The Best Measures Of Performance
QUESTIONS?