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The Office of Information and Technology (OIT) is dedicated to improving support for its customers — staff within the Department of Veterans Affairs (VA) — so they, in turn, can better serve Veterans. As part of the Enterprise Service Desk’s (ESD) commitment to delivering an improved customer experience, ESD formed a team of dedicated Quality Analysts (QA) with a primary focus of monitoring the ESD’s Tier 1 calls to assess service desk agent performance. Tier 1 is a customer’s first line of support to resolve IT-related issues — VA’s IT “help desk” for its employees.
Through the work of the QA team, the Tier 1 desk recently achieved a call-quality score of 94 percent — their highest monthly average since the program launched over a year and a half ago!
The QA team evaluated each ESD agent three times per month on more than 30 behavior indicators in the following areas:
- Call opening and closing
- Customer service skills
- Problem solving
- Job knowledge
The top-notch rating is attributed to improved coaching and a more effective development counseling structure between ESD management and agents. A quality evaluation is the key to gaining valuable insight to support positive behaviors and identify areas for improvement to tailor a personal approach for agent coaching sessions.
The ESD is proud of this important milestone and is committed to driving continual improvement to meet the needs of its customers to ensure our Veterans receive the services and benefits they deserve.
