Using a Quality Assurance Program to Improve Customer Satisfaction

1. Sherrie Durasoff, IT Customer Support Director Tommy Craver, Quality Assurance Coach September 16, 2010 Using a Quality Assurance Program to Improve Customer Satisfaction

2. 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

3. 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

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

5. 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

6. Utilizing a Skills MatrixProcess and Procedure • 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)

7. Utilizing a Skills MatrixFunctional Knowledge and Resolution • 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

8. Elements of a Quality Assurance Program Skills Matrix

9. Elements of a Quality Assurance Program Technician Scorecard

10. Elements of a Quality Assurance Program Quality Assurance Coach

11. Elements of a Quality Assurance Program Built into Performance Goals

12. 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?”

13. Quality AssuranceImpact on CustomerSatisfaction • “The Service Desk has completely turned around.” • “I feel as though I am treated as a real customer now.”

14. Sample Service Desk Call

15. 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

16. Implementation Roadmap

17. 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!