Help Desk
Storyboard Text
- Van ChungSupervisorTelCom
- Hi! My name is Van Chung and I am a help desk supervisor at TelCom.
- Operation PlanGuide users
- Our next fiscal year operation plan is to help guide users.
- ITILHDIBest practices
- We follow ITIL and HDI guidelines because they have proven to have best practices.
- Mission statement
- Our mission statement is "Keeping our users connected to the world."
- Vision statement
- Our vision statement is "We strive to bring the best values for our customers."
- Customer's satisfactionValuing users
- Benefits to our users is their experience is being valued.
- Our goal for the call center is to increase customer's satisfaction 10% by the end of 2022 as measured by periodic satisfaction results.
- Employee SatisfactionHigh morale
- The benefits for the users are having high morale employees providing assistance.
- We will increase employee satisfaction's average to 10% by the end of 2022 as measured by staff satisfaction.
- QualityMinimal interruptions
- Our goal is to increase our first contact resolution rate to 10% by the end of 2022 as measured by first contact resolution rate.
- ResponsivenessLess wait time
- Our users can get their day going with minimal interruptions.
- We will decrease our average time to respond by 15% by the end of 2022 as measured by average time to respond.
- FinancialsMore services for same cost
- Users will wait less and get the support as soon as possible.
- We will decrease our cost by 10% by the end of the fiscal year as measured by cost per incident.
- thanh3076@gmail.comor905-555-5555
- Users will be getting more services for the same cost.
- I do appreciate if you have any feedbacks.
- You may contact me at: thanh3076@gmail.com or 905-555-5555
- Thank you!
- Thank you for your time.Have yourself a great day!
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