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?