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

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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

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Quality Assurance Skills Quadrants

Customer Care and Communication Process and Procedure Functional Knowledge and Resolution

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Utilizing a Skills MatrixCustomer 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

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Utilizing a Skills MatrixProcess and Procedure

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• 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 2nd level group if applicable

• Customer is educated regarding common issues they can resolve themselves through self-service (knowledge base, password resets)

Utilizing a Skills MatrixFunctional Knowledge and Resolution

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• 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

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Elements of a Quality Assurance Program

Technician Scorecard

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Elements of a Quality Assurance Program

Quality Assurance Coach

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Elements of a Quality Assurance Program

Built into Performance Goals

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Where We Started – Q4 2008

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?”

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Quality AssuranceImpact on CustomerSatisfaction

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• “The Service Desk has completely turned around.”

• “I feel as though I am treated as a real customer now.”

Sample Service Desk Call

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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

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Implementation Roadmap

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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!

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