Help Desk Improvement Initiative Makes Progress
dwaldron February 8th, 2007
Back in October, IT launched an initiative to improve the quality of help desk service. Our initial focus has been on improving phone coverage throughout the business day. We are pleased to report that we have significantly reduced call abandonment rates. Over the last four months over 90% of incoming calls have been answered by a technician. During the week of January 29th technicians answered 98.9% of incoming calls. In the past, it was not uncommon for 40% or more of incoming calls to go to voicemail. This improvement is the result of a significant reorganization of our help desk operation.
In an effort to provide easier, more convenient, access to our services, we have also developed a new help desk phone tree. The next time you have a technical question or problem, please call us at 330 287-3000, extension HELP (4357).
We are proud of these improvements, but we believe that additional improvements are required if we are to provide the campus community with the kind of service that it needs and deserves. To this end, IT will pursue this initiative throughout the balance of the academic year. Additional service-enhancing steps are already in the planning stages. Updates will be posted regularly to the blog.
Our goal is to serve you better!