“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!…” Read the full article here.
Source: VA’s Enterprise Service Desk Earns Top Quality Mark! – April 3, 2020. DigitalVA.
