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? 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. CompuComs 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? 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? 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 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 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 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 Monitoring Database: Access Platform Provides Historical Data Various Reports: By Individual By Team By Management Unit By Customer

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 Review Process: Run Problem Management System (PMS) Report For Previous Days Tickets Enter Each Ticket Error Found Into The Ticket Quality Review (Scrubbing) Database Database s 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 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 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) 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 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 QCs, KCs and Agents Knowledge Base Performance Is Tracked in The AIP Program For Setting Of Specific Goals

Customer 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 3 rd 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) 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 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?