Sherrie Durasoff, IT Customer Support Director Tommy Craver, Quality Assurance Coach September 16, 2010

What is a Quality Assurance Program?  Program which measures the quality of Service Desk calls by screening for specific attributes throughout the call.  Monthly one hour sessions with each technician to review evaluations and provide feedback and coaching.  Built into individual performance goals 2

Benefits of Quality Assurance  Quality is measured, baseline metrics established  Quality of service and customer satisfaction are improved through QA sessions and coaching  Process improvements are made through call monitoring/evaluations and technician suggestions  Technician job satisfaction and performance are improved  Technician performance is measured and recognized 3

Quality Assurance Skills Quadrants  Customer Care and Communication  Process and Procedure  Functional Knowledge and Resolution 4

Utilizing a Skills Matrix Customer Care and Communication  Setting customer expectations during troubleshooting and hold times  Using customer’s name to establish rapport and personalize the call  Showing customer is valued by using courteous, polite and positive language  Showing customer is valued by using empathy when appropriate  Communicating effectively with customer during diagnosis, troubleshooting and closing of call  Managing call flow effectively by limiting dead air and unnecessary talk time  Using a professional demeanor and professional language  Active listening – capturing information from the customer on the first attempt 5

Utilizing a Skills Matrix Process and Procedure 6 If incident is unresolved, customer contact information is obtained and documented in the incident 5 basic questions are asked – who, what, when, error message, are multiple customers having the issue? All troubleshooting details are documented along with resolution details (when issue is resolved at first level). Incident is categorized correctly Correct assignment to 2 nd level group if applicable Customer is educated regarding common issues they can resolve themselves through self-service (knowledge base, password resets)

Utilizing a Skills Matrix Functional Knowledge and Resolution 7 Demonstrating technical knowledge of the infrastructure, applications, software and hardware in diagnosing the customer’s issue Using the Knowledge Base and all available resources to resolve/escalate all customer issues Educating customer regarding resolution steps and knowledge articles to eliminate future calls/incidents All customer issues are addressed, resolution confirmed and customer is asked if there is anything else needed in closing

Elements of a Quality Assurance Program Skills Matrix 8

Elements of a Quality Assurance Program Technician Scorecard 9

Elements of a Quality Assurance Program Quality Assurance Coach 10

Elements of a Quality Assurance Program Built into Performance Goals 11

Where We Started – Q  No QA Program  83% Customer Satisfaction  The “Helpless Desk”  “The technicians act as though it’s a chore to help me. Isn’t it their job?” 12

Quality Assurance Impact on Customer Satisfaction 13 “The Service Desk has completely turned around.” “I feel as though I am treated as a real customer now.”

Sample Service Desk Call 14

Implementation Tips  Quality Assurance is an ongoing training program. It should not be positioned as an audit program.  One on one sessions to explain the program, skill matrix and evaluation process.  Prepare the technicians for success – give them simple tips for call handling  Build into performance goals 15

Implementation Roadmap 16

Implementation Tips  Review at least 3 calls per technician per month  Quality Assurance Coach or Team Leaders, Supervisors, Leadership  Silent vs. Shadow monitoring or both  Call recording/scoring software, screen capture software  Get leadership involved! 17