Questins fr Capstne Service Desk Site Visit Name: Title: Cmpany: Descriptin f Services: Website: Cmment [F1]: Can yu please list yur name, cmpany yu wrk fr, type f business it is, and yur psitin, as well as a website address fr the cmpany Hw des the service desk measure custmer satisfactin? Percentage f cntacts (calls, e-mails, chats, faxes and web requests) reslves during a custmer s initial cntact cmpared t the ttal number f cntacts received at the service desk fr a given perid f time. Cmment [F2]: Hw d yu analyze this data? Is it dne with cmputer sftware? If s, what is the name f the sftware? Cmment [F3]: Wh is in charge f analyzing custmer satisfactin? Is this the jb duty f ne particular emplyee? Or is it a cmbined effrt amngst all service reps? What training d emplyees receive t imprve their sft and self management skills? Listening, cmmunicatin, custmer service Time management Cmment [F4]: Is this training implemented at the beginning f a persn s emplyment? Or is it required at scheduled times thrughut the year? Or is it nly implemented when an emplyee s skills shw t be less than satisfactry?? Cmment [F5]: Hw is the training perfrmed? D managers hld training sessins? Or are emplyees sent ff-site t attend third party training? Or is it dne thrugh instructinal vides, handuts, cmpany seminars, etc?
Hw is the service desk using technlgies? Telephne CTI (cmputer telephny integratin) Cmment [F6]: What is the sftware used fr CTI? Des it perfrm such functins as: screen pps, simultaneus screen transfers, fax server transmissins, r utging calls? Email Incident management systems Cmment [F7]: What sftware d yu use fr the Incident management system? Can yu give an example f sme f the imprtant data that is entered? Knwledge management systems Cmment [F8]: Wh cntributes t the KMS? Is it an elabrate system, r is it a simple database fr the service desk s use? Is it managed by 3 rd party sftware? Or is it maintained and develped inhuse? Web-based technlgies Instant messaging Chat Cmment [F9]: What kids f supprt des the cmpany prvide thrugh the IM and chat technlgies? Limited? due t privacy issues?
What steps des the cmpany take t ensure these technlgies are custmer friendly? Custmer feedback Cmment [F10]: Hw d yu btain custmer feedback? Des the cmpany request custmers t cmplete surveys? Or is the infrmatin gathered thrugh service calls when the custmer mentins the ease f the service? What types f dcuments and recrds d emplyees create, and what, if any, training d emplyees receive t imprve their writing skills? Tickets Email messages IM and chat messages Knwledge management system slutins Reprts Prcedures Cmment [F11]: Is there any training n hw t use the system? Or is learn as yu g type f thing? Cmment [F12]: Hw are these dcuments submitted? What kind f system des yur cmpany use? What difficult custmer situatins d analysts experience, and hw d they handle these situatins? Custmers that are angry, frustrated, r demanding Cmment [F13]: Hw d yu persnally handle these difficult situatins?
What techniques and training d analysts use t enhance and imprve their prblem slving skills? Knwledge bases and manuals Cmment [F14]: If an emplyee is having truble using their prblem slving skills t assist custmers, is it recmmended that they study/review the knwledge bases and manuals t enhance their ability t perfrm? What techniques and training d analysts use t develp and imprve their business skills? Emails, meetings Cmment [F15]: What kinds f meetings? Any based n prject management, financial management, prblem slving, cnflict management, time management, r human resurce management (i.e. caching team members, cnducting perfrmance appraisals, etc.)? Cmment [F16]: Hw frequently d these meetings ccur? What is the mst cmmn basis fr hlding such a meeting?
What rles exist within teams and what techniques are used t build a slid team? leader and agents, tier levels. Cmment [F17]: Please elabrate the duties f the rles, and what kinds f skills/attributes are sught fr that particular rle. Hw des the team, and hw d analysts within the team, manage stress and burnut? they dn t r are put n a different prject fr the meantime Cmment [F18]: Are the team s duties fairly unstressful fr prjects? Cmment [F19]: Wh makes that call? What kinds f behavirs warrant the remval f a team member?