11 de December de 2015 in Help Desk, How to, ITIL, Productivity, Satisfaction, Software
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even?
In a quick list, we can say that these are six basic indicators (at the least).
And we’re not talking about complex metrics, but simple actions you can take to make sure you have a real-time view of the success of your team:
Know your customer satisfaction score: For each customer satisfaction score, there is always a key indicator of performance. Create a list of information per company, manager or process to obtain the most accurate picture of your customer satisfaction, noting the areas that are in need of improvement.
Think about your level of service: Next, you need to clearly define your ideal level of service. From this baseline, you can question any shift in customer satisfaction.
Note the problems of yesterday to spot trends: The key performance indicators here are dropout rates, average waiting times and adherence. By looking at your past issues you can see if there are trends in changes in the types of calls you are getting and how its agents are dealing with them.
Using these data can also allow you to make sure that the team is properly closing the incidents. If on the other hand changes occur in the types of the tickets, this data can help you focus on these areas and reprioritize.
Review the session support to better understand your customer’s needs: To analyze the patterns of records issued the day before, you will have to observe the changes in the types of incoming tickets and how well agents are operating these tickets.
To hear the first calls of the day you will have a few tips, say, fresh on customer needs. What are the most common problems and what is the approach of the agents?
Follow the team: Another tip is to track your team this will give you a moral sense of team and the qualitative state support.
Any comments and techniques that make your team the most successful members are the key performance indicators.
Know where your team has quality and where you can improve: Finally, your overall assessment should identify the level at which the team is successful or needs improvement.
In this case, the key performance indicator is a quality score of two parts, divided between the business impact and the impact on the customer.
Like all businesses operate in different ways, it is important that as service manager / help desk you set your KPI according to specific strengths and weaknesses, track your performance and set realistic benchmarks for the future.
To ensure that you understand what these metrics really mean and how they impact your center means that you are on track to achieve this goal.
18 de February de 2014 in Blog, How to, ITIL, Productivity, Satisfaction
Knowledge base is where you store all relevant information about your work done in your company, so you can access it later. But how to create an effective knowledge base in your company?
First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and everything eventually may become a knowledge base. For example, if the average time for solving problems in your Help Desk is high, you need a base to streamline this process. That needs to be started for each incident. In this case, a set of records of incidents can be the foundation of knowledge you need , with known errors and technical workarounds that can be found easily. On the other hand, a database where are stored all manuals and operating procedures of a particular technical support is also a knowledge base.
But the question is: how to make this efficient knowledge base ? How to relate all this information to quickly find the answers I seek? To have a base of knowledge organized and effective, you need planning and control. One way to optimize your base is the indexing of the content that needs to be registered on the basis of criteria to facilitate your search, such as the due date for questions and model registration ( title , problem , cause and solution ). Hold people responsible for base and to measure their use to achieve constantly make improvements.
Owning a knowledge base will help you establish a pattern of response to the calls , increase the solution at the first level, the possibility of direct technical support Level 2 for more complex jobs that generate more value for the business , plus shorten troubleshooting and enable service 24 × 7.
17 de May de 2011 in Blog, ITIL, Productivity
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers.
The model defines an ITIL Service Catalog – as a “written statement of all available IT services, supply levels and patterns of their options,” in which a service is defined as “one or more IT systems that enable a business process.”
Several authors make the analogy of the service catalog with a restaurant menu. In a restaurant menu, you will notice that the organization is provided by the establishment. You will notice that there is a section of beverages, meats, pasta and desserts. Within each section, there will be various items, prices and other conditions that define the supply and delivery of the service to be “bought”. Thus it avoids unpleasant surprises regarding the service chosen, either on the user / client side or service provider, since “supply conditions” are clearly defined.
There are a number of advantages when implementing a service catalog (I’ll talk about the advantages and how to create the service catalog in coming posts). The service catalog can be a printed document, a shared spreadsheet network, help desk software with this feature, a web page, among others. More important than the form of display of your service catalog is the adaptation to the challenges and needs of your organization enabling the management level of services.
The service catalog is not a final document, static or unchanging. It is a document that should be reviewed periodically and modified according to the characteristics of your business. There are a number of models of service catalogs found in the internet, some more complex and more simple. Which is the best? The best is the one that is more cohesive and more easily adapts to your business.
For companies that want to implement service level management according to ITIL best practices, I recommend the use of catalog services.
25 de April de 2011 in Blog, ITIL
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITILv3 underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom’s Office of Government Commerce (OGC) – now part of the Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than OGC.