What to Evaluate in IT Help desks for Accuracy

Accuracy and Completeness are the big areas…you want to make sure that the agents fill out the tickets completely and with accurate information…two reasons: Management typically uses ticket data to determine call drivers, reasons, resolutions which turn into operational decisions and second, in many instances tickets are instructions for someone else in the organization to complete a task…if it’s not clear and accurate, they could make mistakes to the detriment of the customer.

We would typically match tickets up to call recordings to listen and see if the ticket matches what we hear in the call. We find in many cases, up to 40% of tickets have erroneous information on them, often critical information.

That being said, we will typically look for the following types of information:

1 – full contact information (customer information, name, address, id number…to ensure we know who we are dealing with)
2 – properly coded issue codes (database driven drop down lists used for reporting purposes)
3 – properly coded resolution codes (same reason)
4 – complete issue description and summary of the event and/or next steps. The average person should be able to read these notes and understand completely what is needed next
5 – Spelling, grammar, proper use of wording etc. Professionalism bleeds into the calls, demand it in your tickets too, lazy/sloppy documentation can be symptomatic!
6 – If your ticketing is survey driven (meaning a survey is generated with each ticket) it is critical that the contact info is correct, and documented in the proper form (i.e. email address or phone number.) We have found instances of agents leaving this info out after a bad call to avoid the survey, or even putting in contact information for email addresses that they can respond to in order to generate positive feedback…again, matching it up with a recording is very helpful!

By Craig Antonucci, VP Client Strategies BPA Quality