Who Is CompuCom?

1. Ensuring Quality Support by Measuring Quality of ResponsesMike MyersDirector – Help Desk OperationsRobin ReaProcess Services Project ManagerCompuCom Systems

2. 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. • CompuCom’s 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.

3. 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)

4. 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

5. 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

6. 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

7. 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

8. Call Monitoring Database: • Access Platform • Provides Historical Data • Various Reports: • By Individual • By Team • By Management Unit • By Customer

9. 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

10. Ticket Quality Review Process: • Run Problem Management System (PMS) Report For Previous Day’s Tickets • Enter Each Ticket Error Found Into The Ticket Quality Review (Scrubbing) Database • Database E-Mails 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

11. 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

12. 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

13. 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

14. 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 • QC’s, KC’s and Agents Knowledge Base Performance Is Tracked in The AIP Program For Setting Of Specific Goals

15. 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 3rd 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

16. 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

17. 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

18. QUESTIONS?