HDI 5 Process and Procedure
Exam questions and answers
Define procedure. - answer A procedure is a documented set of
steps required to
produce a desired result.
Define quality
assurance (QA) - answer Quality assurance (QA) is a systematic
way of ensuring
that all the activities necessary to design, develop, and
implement services that satisfy the requirements of the
organization and of customers take place as planned
Describe the purpose
of quality assurance
programs typically
used in a support
center. - answer • Ensure that the quality of service delivered
meets
the business requirement as identified in the SLA
• Improve the level and quality of services to assure
minimal impact from disruptions to the business
• Recognize and reward teams and individuals
• Develop coaching plans for all individuals and
teams in the support center
Describe the types
,of quality assurance
programs typically
used in a support
center. - answer • Service Quality
• Customer Satisfaction
• Employee Satisfaction
• Monitoring
-- Call
-- Incident/Request (ticket/case) monitoring
-- Knowledge monitoring
-- E-mail/Chat monitoring
• Maturity Assessments
• Service Improvement Plans (SIP)
Explain the value of
monitoring programs - answer • Identifying areas of improvement
within the
support center processes
• Identifying areas of improvement for individuals
• Helping analyst understand the quality of the
service delivered
Identify mechanisms
for call monitoring. - answer • Live service observations, in which a
reviewer sits
with the analyst and listens in on the call
• Remote service observations, in which a reviewer
listens to calls live (the analyst is not aware that
the call is being evaluated)
,• Call recording and evaluation used for training,
providing analysts with an opportunity to hear
how they sound on the telephone and where they
can improve
Explain the
importance of
customer satisfaction
surveys. - answer • Understand the customer's perception of its
products, services, support, and the quality
received
• Identify whether customer expectations are being
met
• Identify what the customer feels is important
• Define and assist with the development of new
products, services, and support offerings based on
customer needs
• Identify opportunities to improve support
processes, tools, training, and documentation
Describe the three
most common types
of surveys and the
importance of each
type. - answer Ongoing incident surveys are:
• Completed as soon as possible after a call is closed
• Typically short (e.g., 3-6 questions) and can be
completed quickly
, • Used to measure the quality of a specific incident
resolution
• Used to monitor customer satisfaction between
annual surveys and measure the impact of changes
to processes, products, or services
Annual or periodic surveys are:
• Planned and scheduled on a periodic basis (e.g.,
annually)
• Used to evaluate overall satisfaction levels with the
support center's products, service offerings, and
staff
• Use to identify changes to products, services, and
processes that customers feel would improve their
relationship with the support center and better
meet their needs
• Based on the customer's perception of the
company over the last year or period
• Typically skewed to emphasize recent experiences
One-time surveys are:
• Not completed at regularly scheduled intervals
• Conducted for a specific purpose
• Appropriate for evaluating satisfaction levels
with current products and service offerings or
for identifying changes that customers feel are
important
Identify methods for
distributing customer
Exam questions and answers
Define procedure. - answer A procedure is a documented set of
steps required to
produce a desired result.
Define quality
assurance (QA) - answer Quality assurance (QA) is a systematic
way of ensuring
that all the activities necessary to design, develop, and
implement services that satisfy the requirements of the
organization and of customers take place as planned
Describe the purpose
of quality assurance
programs typically
used in a support
center. - answer • Ensure that the quality of service delivered
meets
the business requirement as identified in the SLA
• Improve the level and quality of services to assure
minimal impact from disruptions to the business
• Recognize and reward teams and individuals
• Develop coaching plans for all individuals and
teams in the support center
Describe the types
,of quality assurance
programs typically
used in a support
center. - answer • Service Quality
• Customer Satisfaction
• Employee Satisfaction
• Monitoring
-- Call
-- Incident/Request (ticket/case) monitoring
-- Knowledge monitoring
-- E-mail/Chat monitoring
• Maturity Assessments
• Service Improvement Plans (SIP)
Explain the value of
monitoring programs - answer • Identifying areas of improvement
within the
support center processes
• Identifying areas of improvement for individuals
• Helping analyst understand the quality of the
service delivered
Identify mechanisms
for call monitoring. - answer • Live service observations, in which a
reviewer sits
with the analyst and listens in on the call
• Remote service observations, in which a reviewer
listens to calls live (the analyst is not aware that
the call is being evaluated)
,• Call recording and evaluation used for training,
providing analysts with an opportunity to hear
how they sound on the telephone and where they
can improve
Explain the
importance of
customer satisfaction
surveys. - answer • Understand the customer's perception of its
products, services, support, and the quality
received
• Identify whether customer expectations are being
met
• Identify what the customer feels is important
• Define and assist with the development of new
products, services, and support offerings based on
customer needs
• Identify opportunities to improve support
processes, tools, training, and documentation
Describe the three
most common types
of surveys and the
importance of each
type. - answer Ongoing incident surveys are:
• Completed as soon as possible after a call is closed
• Typically short (e.g., 3-6 questions) and can be
completed quickly
, • Used to measure the quality of a specific incident
resolution
• Used to monitor customer satisfaction between
annual surveys and measure the impact of changes
to processes, products, or services
Annual or periodic surveys are:
• Planned and scheduled on a periodic basis (e.g.,
annually)
• Used to evaluate overall satisfaction levels with the
support center's products, service offerings, and
staff
• Use to identify changes to products, services, and
processes that customers feel would improve their
relationship with the support center and better
meet their needs
• Based on the customer's perception of the
company over the last year or period
• Typically skewed to emphasize recent experiences
One-time surveys are:
• Not completed at regularly scheduled intervals
• Conducted for a specific purpose
• Appropriate for evaluating satisfaction levels
with current products and service offerings or
for identifying changes that customers feel are
important
Identify methods for
distributing customer
