everyone pitches in during telpas · posted by customer care center susan elias, customer care...
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Posted byCustomer Care Center
Susan Elias, Customer Care Center March 10, 2017
Everyone Pitches in During TELPAS
For some technology employees,
TELPAS testing is an adventure!
Everyone steps up and helps each
other out. When doing so, they
sometimes sit at each other’s cubicles
and help out with another employees
assignments.
Arlicia Netto
searching iSupport for
TELPAS Service
Request.
Zuhura Gober
assisting with
answering calls for the
Customer Care
Center.
Glen Carpenter and
Ray Leung drop by the
Customer Care Center
to discuss wireless
network issues and
TELPAS.
Posted byCustomer Care Center
Susan Elias, Analyst, Customer Care Center March 10, 2017
This week was the 1st week of TELPAS. Arnold Middle School was in need of technical assistance for
TELPASS, due to their campus technician, Heidi Ripley, being unavailable because of health
reasons. Tammy Maaz, the 8th grade Counselor and Bridgett Milligan, the Director of Instruction, at
Arnold, reached out to the districts technology department and was assigned Susan Elias, a former
technician at Arnold. This arrangement worked out very well for all involved with TELPAS at Arnold
Middle School.
Tammy Maaz Bridgett Milligan
Posted by
Customer Care Center
Susan Elias, Analyst, Customer Care Center March 10, 2017
Different Departments in the District Pitch in
to Assist the Customer Care Center
This week the Customer Care
Center would like to say
Thank You to those
employees that assist the
District in many different
ways. Tommy Sanders with
the HVAC department and
Genesis Ruiz with Student
Services, are just a couple of
examples of
Tommy Sanders assist in
making sure that the air and
heating system runs smoothly at
the Customer Care Center.
Genesis Ruiz, the receptionist
at ISC-West, assists the
Customer Care Center with
translating Spanish for
customers needing assistance.
Posted by
1,714 submissionsThis week we begin sharing the service requests
submitted into the entire system. Our team works
diligently to address the needs of the customer. Chart
1 shows 42% of our service requests were closed
within 1 day of submission. Chart 2 shows that 55%
of our requests were focused on the instructional
needs. Chart 3 shows 65% of the submitted issues
were closed before the end of the week. Reviewing
this information will allow our teams to analyze the
completion rate and status of our service requests.
Customer Care Center
Jennifer Miller, Director, Technology Support Services – Performance Excellence March 10, 2017
This Week’s Service Requests in Review
Chart 1
Chart 3
Chart 2
March 10, 2017
Service Request Support Distribution
Customer Care Center
Posted by Jennifer Miller, Director, Technology Support Services – Performance Excellence
Key Performance Indicator: Resolve at least 70% of received requests independently within the Customer Care
Center team.
March 6–10, 2017
Customer Care Center
Service Request Resolution Distribution
March 10, 2017
Service Request Age Resolution Distribution
Customer Care Center
Posted by Jennifer Miller, Director, Technology Support Services – Performance Excellence
Key Performance Indicator: Resolve at least 50% of received requests within one day at the Customer Care
Center.
2015-16 and 2016-17 Customer Care Center
Service Requests Closed Within 1 Day
This Week In Review
Age of Service Requests
Created by the
Customer Care Center
Posted byCustomer Care Center
Arlicia Netto, Analyst, Customer Care Center March 10, 2017
Customer Care Center Root Cause Analysis
Reviewing the service provided by the Customer Care Center is important in order to determine how best to
prepare for future support. Spending time taking care of the needs of customers is the most important job the
Customer Care Center performs.
Posted by
Customer Care Center
Susan Elias, Analyst, Customer Care Center March 10, 2017
Weekly Words of Wisdom
You and the work You do are Important. You
matter. You make a difference. Remember,
many times the difference is unseen.