We believe in the maxim, “Hire hard, manage easy.” Our rigorous hiring process involves multiple interviews and tests that measure each candidate’s technical knowledge, communication skills, initiative, and emotional intelligence. We also conduct background checks and drug screening. Only candidates with the highest scores get to take your calls.
Our staff go through comprehensive training in customer service, security awareness, compliance adherence, and specifics of your business needs and support. All training is reviewed regularly to make sure it is up to date with refresher training given as needs arise. All compliance and security training courses are taken annually by all staff.
Previous Day Reviews
Every day, we identify the previous day’s items that were escalated to other resolver teams within your organization. Every week, we discuss with you whether and how our help desk agents can handle these items in the future. This collaborative approach allows us to take on more at first level, so your IT team never has to worry about being a dumping ground for tickets. Returned business value is a repeatable and deliberate GHDSi process that adds capacity back into your internal IT teams.
Our Agent Quality Assurance Program uses multiple tools and methods to monitor our agents, so quality is top of mind for every call we manage. Our QA process is unique in that we measure 14 (9 ticket and 5 audio) criteria for each agent ticket or call reviewed and compare those scores against the overall help desk average (the standard). When an agent is below the average for any criteria by more than 5%, the Team Lead works with the agent to correct those deficiencies. This way agents are always striving for at least the help desk average (the standard) because it directly impacts their merit increases.
Service Quality Reviews
Our agent program includes side-by-side coaching during calls, live monitoring of calls in progress, ticket reviews, process reviews, and ongoing agent training. The comprehensive weekly one on ones and monthly reviews of each help desk agent ensure their quality of support and service meets the standards documented in your SLA. We score and thoroughly review with our agents troubleshooting, customer service, call closure rates, ticket documentation, and dozens of other vital quality-of-service criteria to ensure our staff are managed up, and mediocrity is eliminated.