How to Encourage Quality in Your Support Organization
Today’s enterprise service management (ESM) solutions provide little visibility into the quality component of a service experience. It’s possible to track basic metrics, like cycle time and the number of issues open and closed. But was it good or bad to have more issues open this week versus last? Do fewer issues mean the users are circumventing the help desk? Are issues being closed without the actual problem resolved? Most ESM solutions are missing the concept of two-way ratings and don’t allow users to give feedback after help is provided.
Imagine the following two scenarios:
Scenario 1: An employee needs IT help. After calling their help desk twice regarding the same issue, they reach out a third time. The IT help desk offers a solution and closes the issue within two minutes. Unfortunately, the employee realizes the help session didn’t really fix the issue and they will have to connect with the help desk yet again. Making matters worse, the help desk staff was abrupt and didn’t really listen to the employee.
Scenario 2: An employee needs IT help and reaches out to their help desk. The help desk expert takes the time to listen, fixes the problem correctly, and closes the issue within 30 minutes.
Which is better? Most ESM solutions would report Scenario 1 as better according to the numbers. However, if users could provide feedback via a rating system and comments, IT managers and departments heads would gain a far more accurate picture of how their support solution is serving their company. If issues could be fixed properly the first time, employees wouldn’t have to submit multiple tickets for the same issues and productivity would improve. Also, good service is not likely to be circumvented.
Feedback should be two-way. The user should be able to assign a rating and share comments so leadership can monitor the quality of support. The IT expert should be able to provide feedback on their experience helping the user. Were there any technical issues? Was the user cooperative? Cooperation results in faster service but lack thereof can extend the time it takes to solve an issue.
Tracking ratings and even providing badges can be a beneficial way to incentivize your support organization to provide quality customer service:
It’s crucial for leadership to take the time to review feedback, proactively address issues, respond when necessary, and ensure employees are receiving the support they need. As a result, employee engagement will increase, teams will be more productive, and the organization as a whole will have more room to thrive.