Tech Talk Slides - HDI Conference...my desk from the time I call the Service Desk. COM Have SD...
Transcript of Tech Talk Slides - HDI Conference...my desk from the time I call the Service Desk. COM Have SD...
Session 303Building the Service Desk Analyst Score Card
Rae Ann Bruno
Today’s Focus Areas
• Understand the importance of clearly defining the “why’s” of your Quality program.
• Hear tips for building Incident Monitoring and Call monitoring score cards
• Learn how to balance the metrics and quality elements to improve the customer experience
• Review examples of score cards
• Build a scorecard live – here today.
An Unbalanced Scorecard
• Too often, the focus is on “numbers”
• and the customer experience suffers.
• People will hit the numbers
• even if it means providing customer “dis-service”.
• It’s not enough to “go through the motions” in the quality program
• –coaching is a necessity.
• Quality is the balancing factor
• AND the way to grow team member’s skills and deliver consistently great, customer-focused service.
Pitfalls to Avoid
• Lack of commitment/consistency
• From those scoring and those being scored
• Forgetting the “Why”
• Avoid rigidity and recognize that successrequires adapting
• Focusing on wrong metrics could create “gaming”
• Making it punitive instead of coaching
• Creating a “scripted” sound (looking for sincerity)
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Foundation for Success
Clearly defined responsibilities and expected
results.
Quality requirements
and Assessment
Ongoing monitoring and
coaching
Trending and Continual
Improvement
Clearly Define your Whys & What’s
• Why do you need to have a quality program?
• What are you trying to accomplish?
• What are you doing well?
• What do you want to improve?
• What does success look like?
• The “Whats” drive the “Whys”
• Don’t lose site of these – when you want to make changes to the quality program, come back to the whys.
• They may evolve, but always need to be documented and need to drive your program.
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Incident & Call Monitoring
• Define requirements for each
• Incident Monitoring
• Ticket management
• Ticket documentation quality
• Score and coach regularly
• Call Monitoring
• Vocal elements
• Interpersonal skills
• Call management
• Policy adherence
• Listen to calls (ideally – recorded and analysts listens and scores
as well)
Customer Experience
• Address psychological needs first (show empathy)
• Understand business impact
• Manage expectations appropriately
• Fix the situation – get them back to work
• Provide tips, recommendations, follow up
Skills
• Handling conflict
• Proper sense of urgency
• Communication, vocal elements, etc.
• How to handle different types of customers (emotion, competency levels, communication styles
• Problem Solving
• Resourcefulness
• Emotional Intelligence
• Company specific policies, etc.
Quality Requirements & Assessment
Being positive and showing a sincere willingness to help and REAL empathy
Listening well to understand the REAL issue
Having a proper sense of urgency
Fixing the situation – not just technology
Diffusing negative emotions (handling different types of customers)
Establishing rapport and making a connection
Verifying understanding and setting expectations appropriately
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Quality Requirements & Assessment
Incident Monitoring
• Are resolution steps documented?
• Were status updates added throughout the
life of the ticket?
• Will you be able to follow these steps to
resolution in the future?
• Were the categories updated to reflect
correct categorization?
• Was it correctly assigned?
• Were the response and resolution targets
met (SLA)?
Incident Monitoring
• Does knowledge article, script or template exist? If no, were they created in response to escalation?
• Was resource available through instant messaging (if designated to be available)?
• Were notes added to the ticket by escalated tier?
• Were mistakes corrected (e.g. categorization)
• Was there follow up communication or knowledge transfer?
• Were troubleshooting steps documented in work log?
• Was it correctly categorized?
• First level resolvable?
• Was correct script, template, or knowledge article used? If yes, were steps followed correctly?
• Was sufficient information collected and provided?
• Were customer expectations set appropriately?
• Was it escalated in timely manner?
Level 1 Assesses: Resolver Teams Assess:
Customer Experience Questions
• Would you like to have this analyst help you again in the future?
• If you owned a customer service company, would you hire this
person?
• Would you recommend this person to a colleague or friend?
Issue or Feedback What to review Areas
Didn’t understand
business issue
Didn’t have proper
sense of urgency
Did the analyst listen?
Did the analyst ask questions?
Did the analyst search the knowledge
base or previous tickets?
Process
Knowledge
Skills
The agent didn’t seem
interested in helping
me.
Tone of voice
Comments made and questions asked.
Results (did analyst own or reassign?)
Policy or facts? (did analyst simply state
policy or facts without providing an
alternative?)
Vocal
elements
Customer
service skills
Issue or Feedback What to review Areas
Took too long to
resolve the issue
Did the analyst understand the problem?
Did the analyst gather sufficient information?
Was the ticket categorized correctly?
Was the ticket routed correctly?
Was there sufficient information documented so that
the escalation point could “pick up where first level
analyst left off”?
Was this first level resolvable?
Was there a knowledge article for this (and was it
used)?
How long was it before the ticket was reassigned?
Was the response time within the service level
parameters?
Process
Knowledge
Ticket
documentation
Ticket
management
1. Go to: Kahoot.it2. Type the pin
Number3. Type your
nickname4. Wait for the
question!
Building a scorecard…KAHOOT.IT
Putting it All together….
CSI - Assess Reality and Follow Up!
• Take real interactions and assess:• What worked really well?• What was customer happy about?• What would improve the customer experience?• What can we do to improve the process?• What can we do to improve the communication?• Are there risks we need to minimize?
• Provide training in skill areas• Take action• Update scorecards when warranted• Publish results• Promote success!
Continual Improvement & Coaching
Current
Serv/Pdcts
Expectations/Perceptions Com
Chg
Action
Service Desk Desktop Support asks me the same
questions the Service Desk asked
me. Can’t they talk to each other?
CHG Cross train/perform rotations to make
sure Service Desk is getting all
information DS needs to have and
documents it in the ticket. If not
complete, DS can let user know what
he already knows, and start with new
questions.
Desktop
Support
It takes them a long time to get to
my desk from the time I call the
Service Desk.
COM Have SD communicate service level
targets before hanging up with user.
Build a ScoreCard
• Incident Monitoring
• Ticket management
• Ticket documentation quality
• Score and coach regularly
• Call Monitoring
• Vocal elements
• Interpersonal skills
• Call management
• Policy adherence
• Listen to calls (ideally – recorded and analysts listens and
scores as well)
Continual Improvement
• Measure consistently and regularly
• Include, assess, and improve within:• Processes (execution of steps)
• Training
• Skills
• Continual Efforts• Coaching
• Lunch and Learns
• Recordings, role plays
• Peer monitoring
• Peer mentoring
• Training
Rae Ann Bruno:
BusinessSolutionsTraining.com
@raeannbruno
https://www.linkedin.com/pub/rae-ann-bruno/0/395/99b
After the Presentation
• Supplemental Slides…
Define Quality
• Ask! Understand customer perception
• Identify Gaps
• Build quality targets and practices into processes
• Streamline processes
• Develop and evolve score cards
Assessing Quality
• Ticket Quality: Complete information, correct categorization, prioritization, assignments, etc.
• Knowledge article score cards
• Adherence to policies
• Status updates
• Customer Satisfaction
• Call monitoring or shadowing
Quality Requirements & Assessment
Monitoring
Types
• Calls
• Deskside visits
• Tickets
• Knowledge Articles
• Process adherence
• Voice of the Customer (surveys, comments, focus groups, etc.)
Focus on Customer
Experience
• Understand expectations of customers
• “Why” behind the “What”
• Be clear on reasons and results expected
• Emphasis on overall experience, not individual numbers
• Employ multiple mechanisms for feedback
• Continual, consistent coaching for improvement
• Build into meetings, training, etc.
Quality Requirements & Assessment
Anatomy of a Successful Analyst
Download Sample Score Cards
https://goo.gl/rvZTsL
• Download sample scorecards
• Add sample scorecards!
• If you’d like me to email this link to you, send email to [email protected]