IT Service Desk: The Importance of Measuring Quality Assurance

By Kenna Poulos

Quality is not an act, it’s a habit.  Quality is never an accident; it’s always the result of deliberate actions, sincere effort, intelligent direction, and skillful execution. It represents the wise choice of many alternatives.  Habit becomes Behavior, and groups of Behavior form a Culture.  Evaluating and measuring Quality Assurance in the Service Desk is important because it ensures continuous improvement in consistency and quality of customer interactions across all channels (telephone, email, chat/IM, etc.).

Measuring quality assurance provides two-way communication between management and agents where we are able to provide coaching opportunities and reward top performers. Data captured from a well-ran Quality Assurance Program allows you to assess business execution, detect and fix broken. It also brings attention to inefficient policies, processes, or operational issues throughout our customers IT organization. Internal benefits include the ability to identify agent training needs and improve agent performance to maximize every customer interaction.

The Contegix Service Desk uses a formal Quality Assurance Program and share our performance with all of our customers. We routinely evaluate the data to retain and grow our top performing employees in order to provide a positive support experience to all of our customers.

Contact us today to learn more about our Service Desk.