Session 303Building the Service Desk Analyst Score Card

Rae Ann Bruno

rbruno@businesssolutionstraining.com

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)

4

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.

6

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

9

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

rbruno@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 rbruno@busniesssolutionstraining.com