Help Desk Institute

Official Curriculum

Help Desk Analyst (HDA) Certification Standards

www.ThinkHDI.com

Help Desk Analyst (HDA) Certification Standards

HDA Certification Standards

INTRODUCTION
This document contains HDIs Help Desk Analyst (HDA) Certification Standards. It provides the information, requirements, and guidance necessary for test creators, curriculum developers, test takers, and test administrators.

Methodology
The competencies for each of the HDI Certifications were identified and approved by the HDI International Individual Certification Committee. It is the committees intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of a certification in customer services and technical support. The HDI HDA Certification is an open certification that is independent of any training curriculum. HDI is the administrator, facilitator, and arbitrator of the standards.

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Certification Objectives
HDIs HDA certification recognizes an individuals knowledge of customer service and support competencies and the skills required to demonstrate the individuals readiness to work in the support industry. An individual who passes the certification exam can be expected to: Recognize the roles and responsibilities of a Support Center professional Identify essential skills for a Help Desk Analyst Identify Support Center processes Identify Support Center tools and technologies

Certification Structure and Weightings:

Concept HDA Weighting % 10 30 40 20 100% Professionalism and Roles Analyst Skills Process Supported Technologies and Enabling Tools

Name of the Certification:

HDIs Help Desk Analyst CSS is the acronym that is used for the Customer Support Specialist HDA is the acronym that is used for the Help Desk Analyst HDM is the acronym that is used for the Help Desk Manager

Target Demographics and Prerequisites

HDIs HDA test and training material are aimed at individuals who have studied the support profession for at least a year, have been working in a second or third level support role for six months, or have been working in the support profession for six to twelve months. Examples of professional job titles include: Analyst I and II Technical Support Professional I and II Customer Support Professional I and II HDI expects that individuals interested in obtaining this certification will mirror HDIs membership demographics. Test takers will come from various industry sectors and a range of large, medium, and small sized Support Centers. The one thing that all of the test takers will have in common is a desire to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry. Prerequisites for passing the certification exam will be a working knowledge and understanding of the demands placed on a HDA, the standard process requirements for most support operations, and the technology available to all Support Centers. Individuals should not attempt to take the certification exam unless they have worked in the support industry for six to twelve months and have a working knowledge of the standards that follow, or if they have successfully completed certification preparation course work and have a strong desire to work in the customer support profession.

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HDA Certification Standards

PROFESSIONALISM AND ROLES Element Profile of the Help Desk Analyst Criteria Range of knowledge and understanding for criteria (not exhaustive)

Recognize the role of the The role of the HDA is to: Help Desk Analyst (HDA) Consistently deliver quality customer support Understand and document customer needs Manage customer expectations (as per the service level agreement (SLA)) Resolve (or assist in the resolution of) customer inquiries and problems Take ownership (as appropriate) of customer inquiries and problems Enhance the customers relationship with the Support Center and organization Recognize the responsibilities of the HDA The HDA is responsible for: Ensuring that response time and resolution time objectives are met Providing technical support to resolve IT related incidents Maintaining technical product knowledge and learning new products as required Maintaining and enhancing customer satisfaction Documenting and sharing knowledge Understanding the primary functions of system and network administration Providing accurate answers to the customer Staying informed about the industry by: Attending courses, seminars, and industry events Subscribing to industry related publications Joining industry related groups Subscribing to or participating in online discussion groups The Support Center is responsible for: Satisfying the customer's needs while following the guidelines of the organization Treating the customer in a respectful, courteous, and positive manner Executing service per the SLA The customer is responsible for: Treating the HDA in a respectful, courteous, and positive manner Understanding what is contained in the SLA The role of Support Center services is to: Serve as single point of contact (SPOC) for the customer Provide quick, responsive, high quality, and consistent service Keep the corporation and/or supported customer performing at the highest level possible Provide customer and/or technical assistance services Align support goals with business goals The phases in the evolution of Support Center services include: Paper based systems Automated call logging and tracking systems Phone based systems: voice and fax Internet and Web based systems Instant messaging (IM) and chat Customer relationship management (CRM) Universal queue and universal agent E-mail Self-service and self-help Sources of best practices include: HDI best practices KCS (Knowledge-Centered Support) ITIL (Information Technology Infrastructure Library)

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Support Center Services Identify the responsibilities of the Support Center

Identify the responsibilities of the customer Recognize the role of Support Center services

List the phases in the evolution of Support Center services

Best Practices

Identify sources of Support Center and IT best practices

ANALYST SKILLS Element Customer Service Interpersonal Skills Criteria Recognize the concept of call differentiating Range of knowledge and understanding for criteria (not exhaustive) Call differentiating involves: Understanding the basic psychological needs of customers Understanding that 75% of customer satisfaction is meeting the customers psychological needs Understanding that 25% of customer satisfaction is meeting the customers business needs Understanding that unresolved psychological issues can prevent problem solving In formal communication: The customer's title and family name are used Terminology and language are business oriented There is little or no social discussion In informal communication: The customer's first name is used Titles are not used Social discussion occurs Listening Identify the principles of active listening The principles of active listening include: Being prepared to listen Minimizing distractions Taking and referencing notes Acknowledging the speaker Paraphrasing for clarification Repeating for verification Listening for ideas and images, not just words Use paraphrasing to: Repeat what the customer said in your own words Show the customer that you are listening and understand Give the customer the chance to agree or disagree with your understanding of the problem Active listening: Increases customer satisfaction Establishes credibility for the HDA and the Support Center Optimizes call time Reduces stress for the HDA and the customer Increases resolution time and accuracy Increases the HDAs ability to identify and address the customers emotional state The following can be barriers to communication: Pace and rate (or delivery) of the customer Previous experience with the HDA or Support Center Background of the customer Education and training Personal problems Competency level Accent of customer Asking the wrong questions Use of inappropriate terminology by the HDA Noise

Recognize the difference between formal and informal communication in the workplace

Recognize the uses of paraphrasing

Recognize the benefits of active listening

Identify barriers to communication

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HDA Certification Standards

ANALYST SKILLS Element Verbal vs. Nonverbal Criteria Recognize the principles of managing a call Range of knowledge and understanding for criteria (not exhaustive) Call management includes: Listening to the customers description of the problem or incident Addressing the emotional needs of the customer (i.e., being empathetic) Probing for clarification Speaking clearly and concisely Focusing on actions to resolve the customers query or problem Using silent time effectively Silent time can be used: To complete your current ticket For informal communication and to build rapport For training the customer To review the call history Call management: Optimizes talk time Establishes credibility for the Support Center Increases the confidence of the HDA Increases the level of customer satisfaction Principles of good verbal skills include: Speaking clearly and concisely Matching the callers style, proficiency, intonation, vocabulary, rate of speech, and technical terminology Responding with the appropriate empathy to the customers emotional needs Filling in silent time by building relationships Using humor appropriately Matching the customers communication style: Increases comprehension and understanding Increases the level of customer satisfaction

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Recognize how to use silent time effectively

Explain the benefits of managing the call

Identify the principles of good verbal skills

Explain why matching the customers communication style is important Explain how to match a customers communication style

You can match a customers communication style by: Using the customers communication style Understanding the customers level of proficiency Matching the customers intonation Matching customers vocabulary Using the same level of technical terminology as the customer

ANALYST SKILLS Element Written Criteria Recognize why using proper grammar and spelling is important when documenting incidents Range of knowledge and understanding for criteria (not exhaustive) Using proper grammar and spelling: Reflects well on the organization and the HDA Allows data to be reused without extensive editing Shows that you understand the value of perceptions Provides clarity

Identify behaviors to When documenting incidents: avoid when documenting Avoid using acronyms incidents and requests Avoid using emoticons Avoid using slang Avoid using colloquialisms Avoid making negative references to people and organizations Avoid treating the customers as if they have no technical or process knowledge Describe e-mail etiquette Proper e-mail etiquette includes: Using business style writing Writing clear and concise messages Avoiding the use of excessive punctuation Using plain text and avoiding fancy fonts, colors, and RTF or HTML specific formatting Avoiding the use of abbreviations (e.g., BTW for by the way) Avoiding the use of emoticons Using standard headers or footers that are approved by management Using signature blocks Avoiding single word or phrase responses (e.g., Yes, I agree, etc.) Including the original message with replies Avoiding the use of all upper case letters Taking time to check and review your e-mail Questioning Recognize the difference Open-ended questioning: between open-ended and Seeks elaboration or narrative closed-ended questioning Is intended to draw someone out Closed-ended questioning: Seeks Yes, No, or single word or statement responses Focuses the customer Is intended to obtain specific information Identify examples of open-ended questioning Using the following phrases is likely to elicit open-ended responses from the customer: 'Tell me more about . . .' 'Please describe what you see on your screen.' 'Describe what led up to the problem.' Identify examples of Asking the following questions is likely to elicit closed-ended responses from closed-ended questioning the customer: What application are you using? Has this happened before?

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HDA Certification Standards

ANALYST SKILLS Element Problem Solving Criteria Explain the steps involved in problem solving Range of knowledge and understanding for criteria (not exhaustive) The following steps are used in problem solving: Identify the problem Document the problem What is occurring? What did the customer expect? Gather detailed data as appropriate Search the knowledge base Identify the possible causes of the problem Prioritize the possible causes Perform a root cause analysis Identify the most probable cause Develop a plan based on the probable cause Implement the plan Make one change at a time Minimize the impact to the customer Understand how to back out of implemented changes Observe and evaluate the results of the plan Document what you did to solve the problem Solve the root of the problem in order to eliminate it Being empathetic to customers provides the customers with the knowledge that you understand how they feel Empathy also creates a rapport with the customer To acknowledge the customers emotions, use the following phrases: 'I understand how you feel. 'Oh, this is time critical for you.' I appreciate the criticality of the situation. Follow up with the actions you are taking to assist in the resolution of the customers problem: Here is what we need to do. Acknowledge a customers feelings by: Offering options Informing the customer in advance that you have solved the problem before Allowing the customer to completely share the problem Apologizing for any inconvenience Giving control to the customer Letting the customer know that others have experienced this problem Common feelings or actions that you may have to deal with include: Frustration Anger Defensiveness Acting judgmental Irritation Impatience

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Rapport Techniques

Recognize the benefit of being empathetic towards customers

Identify methods for acknowledging the customers feelings

Recognize some common customer feelings or actions that the HDA needs to deal with

PROCESS Element Process Management Criteria Define process management Range of knowledge and understanding for criteria (not exhaustive) Process management is defined as: Accomplishing tasks that are measurable, definable, and repeatable Written tasks that can be tested, reported, and improved upon

Explain the importance Documenting processes and procedures: of documenting processes Ensures consistent service Creates a resourceful atmosphere and procedures Builds the HDAs confidence for professional call handling Encourages adherence to policies and procedures Enables changes Identify why status updates to customers are important Status updates: Provide a proactive update to the customer Reduce the number of incoming calls Help to exceed the customer's expectations When providing status updates to customers: Use phone, e-mail, or written correspondence Include the current status, the next steps or tasks scheduled, the timeframe, and the next status update Agree on a callback time (e.g., Tuesday at 2:00 p.m. Saying that you will call when you have found something is not acceptable. Customers need to be informed of progress on their call.) Complete commitments on time Set commitment boundaries Refrain from making commitments to other organizations that are not part of the SLA Use the SLA as the commitment outline Keep the customer's attention focused on the resolution by: Requesting that the customer complete the steps with you Asking questions to direct the conversation Encouraging the customer to paraphrase steps Suggesting that the customer write down the steps

Explain what to provide in status updates to customers

Identify techniques for keeping the customer's attention focused on the resolution

Describe ways to handle Handle and redirect issues related to non-supported items by: and redirect issues related Maintaining a positive service attitude to non-supported items Explaining which services are offered and/or supported Providing alternatives to resolve the request if it not a supported service Identify habits and situations to avoid when dealing with a caller When dealing with a caller: Avoid requesting that the customer repeat information that has already been documented Avoid continuing a conversation while answering a call Avoid background noise Avoid eating and chewing gum Avoid extended hold times Avoid multiple transfers Avoid using acronyms, slang, colloquialisms, and terms of endearment (e.g., 'honey' and 'dear')

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PROCESS Element Criteria Range of knowledge and understanding for criteria (not exhaustive) Logging all incidents: Creates an audit trail of customer interactions Provides trending information Provides call frequency information Provides data to perform a root cause analysis Provides data for other team members Provides reusable content for the knowledge base Allows the Support Center to create an information checklist or FAQ

Incident Documentation List the primary reasons businesses log all incidents (i.e., customer interactions)

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When logging an incident: List the steps taken Identify the customer when logging an incident Verify the customers eligibility for or entitlement to service Identify the priority and severity of the incident Document the customers request Identify any special requirements Confirm facts and details with the customer Resolve the incident or set the customers expectations for next the contact Provide the customer with written confirmation of an open or closed incident Identify what information should be logged for incidents The following information should be logged for every incident: Name of the customer The customers contact information (e.g., phone number and e-mail address) The priority and severity of the incident The customers description of the request or incident All information pertaining to attempted and successful resolutions Conversation with the customer as it pertains to the incident The steps taken during the call The steps that will be taken after the call The next contact date The commitments made to the customer The priority and severity of an incident is: Determined by the SLA Determined by the Support Centers operating procedures Determined by the: Number of personnel affected Impact to the organization or business Workload at the Support Center Ability to provide workaround (i.e., the ability to work around the problem or incident) When closing an incident: Use the customer's name Summarize the incidents resolution and/or steps to take, if any Set the customers expectations for the follow-up Ask if the customer has any other questions Thank the customer for calling Provide written confirmation Update the incident with appropriate information Close the incident

Identify which variables are involved in determining the priority and severity of an incident

List the steps used to close an incident

PROCESS Element Incident Management Criteria Define an incident Range of knowledge and understanding for criteria (not exhaustive) An incident is any event which is not part of the standard operation of a service, and which causes, or may cause an interruption to, or a reduction in, the quality of that service. Incident management ensures that following an incident, services can be restored as soon as possible so that the impact on the availability and quality of services is minimized. An incident management process includes: Incident detection and reporting Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Ownership, monitoring, tracking, and communications An incident management system: Provides a system wide view of incidents encountered Manages an incident from beginning to end Identifies points of failure Facilitates proactive communication Prevents future incidents Facilitates continuous improvement A service level agreement (SLA) is an agreement between the customer and the service provider that: Documents the type of services provided Documents the level of services (e.g., response time and hours of operation) Documents the methods used for measuring and reporting compliance with the agreement Documents the responsibilities of both parties Identifies the process for dealing with conflict between the customer and the service provider Sets the expectations of the customer and service provider, minimizing conflicts and improving satisfaction An operational level agreement (OLA) is an agreement between the first level Support Center and other internal organizations It is an agreement that supports the SLAs between the two organizations to ensure the successful achievement of the SLAs An escalation is appropriate when: The customer requests to speak to a manager An outage occurs that affects revenue No existing workaround is available and the incident affects the business The incident has a critical impact on the business Keeping the customer informed of activities and status changes is important because: The customer feels important The customer is aware that resources are being used to address the situation Customer satisfaction is improved Employee productivity increases and interruptions for status updates are completed on a schedule

Recognize the purpose of incident management

Describe the basic components of an incident management process

Explain the benefits of an incident management system

Service Level Agreements

Define service level agreement (SLA)

Define operational level agreement (OLA)

Escalation Identify possible circumstances under which escalation is appropriate

Explain why keeping the customer informed of activities and status changes is important for an escalated request or incident

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HDA Certification Standards

PROCESS Element Quality Assurance Criteria Define quality assurance (QA) Range of knowledge and understanding for criteria (not exhaustive) Quality assurance (QA) is a systematic way of ensuring that all the activities necessary to design, develop, and maintain services that satisfy the requirements of the organization and of customers take place as planned and that the activities are carried out in a cost effective manner. Common QA practices in a Support Center include: Call monitoring Incident monitoring Key performance indicator (KPI) monitoring Customer satisfaction surveys Round tables Focus groups Mechanisms for call monitoring include: Live service observations in which a reviewer sits with the HDA and listens in on the call Remote service observations in which a reviewer listens to calls live; however, the HDA is not aware that the call is being evaluated Call recording and evaluation Follow-up calls or customer satisfaction surveys A condition identified by multiple incidents exhibiting common symptoms, or from one single significant incident, indicative of a single error, for which the cause is unknown. The problem management process has both reactive and proactive aspects. The reactive aspect is concerned with solving problems in response to one or more incidents. Proactive problem management is concerned with identifying and solving problems and known errors before incidents occur in the first place. The Support Center is responsible for the following in the problem management process: Problem control Error control Proactive problem management, including: Trend analysis Targeting preventive action Major problem reviews Change management is the process of controlling changes to the infrastructure or any aspect of services in a controlled manner, enabling approved changes with minimum disruption. The change management process includes: Acceptance and filtering Classification Change approval Change building, testing, and implementation Post implementation review

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Identify common QA practices in a Support Center

Identify some mechanisms for call monitoring

Problem Management

Define problem

Describe the purpose of problem management

Describe the role of the Support Center in the problem management process

Change Management

Define change management

Identify the steps in the change management process

PROCESS Element Knowledge Management Criteria Define knowledge management Range of knowledge and understanding for criteria (not exhaustive) Knowledge management is the capture and reuse of knowledge in an organization.

Explain why knowledge Knowledge management: Provides a framework for collaboration management is important to a Support Center Provides knowledge for customers Reduces training time for new personnel Builds a rapport and establishes credibility between the various teams supporting the customers Lowers the overall cost of support Can increase the speed of resolution Security Management Recognize the importance Security polices: Protect the company and customer from unauthorized access of security policies Protect data integrity Protect corporate assets Identify types of security policies Security policies include: Unique login name and password parameters Password reset requirements Reducing the visibility of credit card information Blocking access to personal information Identification badge requirements Types of data that should be protected include: Customer names and identification Social Security Numbers Individual or corporate financial information Personal information Reporting security compromises: Protects the company and the customer Identifies the offender and prevents the security breach from occurring again Limits the damage that is caused Alerts customers to possible security threats Helps in the resolution of security problems

List types of data that should be protected

Recognize the importance of reporting security compromises

Recognize the importance Legal compliance: of legal compliance Protects identity information Protects the organizations assets Protects the organization from legal liability Includes notifying management with legal questions Business Continuity Management Define business continuity management Business continuity management is concerned with managing risks to ensure that an organization can continue operating to a predetermined minimum level in the event of a crisis. A business continuity management plan needs to address: What services are most critical How the Support Center will maintain critical services to customers with minimal disruption to them How to eliminate single points of failure The provisions for both short and long-term workarounds

Identify what the business continuity management plan needs to address

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PROCESS Element Sourcing Criteria Range of knowledge and understanding for criteria (not exhaustive)

Explain what external External outsourcing is paying a third party to provide support services on the outsourcing means in a provider's premises that a company might otherwise have employed its own Support Center environment Support Center staff to perform. Internal outsourcing is paying another company to provide support services on Explain what internal outsourcing means in a your own premises that a company might otherwise have employed its own Support Center environment Support Center staff to perform.

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Describe insourcing in a Support Center environment

Insourcing involves leveraging an organizations existing or internal staff to provide support services to a customer base outside of the Support Centers customary areas (e.g., the Support Center taking calls after hours from another division that has its own Support Center). When insourcing, the Support Center subcontracts work for other companies or organizational units. Rightsourcing: Involves identifying the proper balance of outsourcing and other sourcing options to ensure financial and operational effectiveness Maintains operational control while enabling the utilization of effective external options Provides an optimum mix of insourced and outsourced support, which balances customer service quality with corporate return on investment (ROI)

Describe Rightsourcing and its possible benefits

PROCESS Element Service Measurements and Metrics Criteria Identify how common Support Center metrics are used Range of knowledge and understanding for criteria (not exhaustive) Average speed to answer (ASA): Is the average amount of time that a customer is waiting (in a queue) before the call is answered Is used to determine how long customers wait to speak to a HDA Is also used to evaluate and adjust staffing levels Abandon before answer (ABA): Measures the percentage of customers that terminate a call (i.e., hang up) before the call is answered by a HDA Talk time: Is the average time spent talking to a customer on each call Is used to evaluate staffing and training needs Availability: Is the percentage of the total time that the HDA was available to take incoming or make outgoing calls Is used to measure the productivity of the Support Center and the HDA First contact resolution: Measures the percentage of incidents that are resolved upon initial contact with the customer Is used to measure the knowledge level of the HDA Is used to measure the complexity of incidents relative to HDA knowledge levels Customer satisfaction: Measures customer satisfaction with the Support Centers products and services Is used to evaluate the overall performance of the Support Centers staff, infrastructure, and management Is typically measured on a scale of 15 or 110 Describe the impact to the When a Support Center has a high ABA rate (i.e., abandon rate), a large customer and the Support number of customers are hanging up without speaking to a HDA. Center if abandon before This results in: answer (ABA) measurements Lost business are higher than expected Low customer satisfaction Describe the impact to the customer and the Support Center if average speed to answer (ASA) measurements are higher than expected A high ASA rate indicates that customers are waiting longer than expected. This results in: Frustrated customers Low customer satisfaction

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PROCESS Element Service Measurements and Metrics Criteria Describe the three most common types of surveys and the importance of each type Range of knowledge and understanding for criteria (not exhaustive) Ongoing surveys: Are completed as soon as possible after a call is closed Are typically short (e.g., 58 questions) and can be completed quickly Measure the quality of a single call or incident Are used to trend customer satisfaction between annual surveys and measure the impact of changes in processes, products, or services Annual or periodic surveys: Are planned and scheduled on periodic basis (normally annually) Are used to evaluate overall satisfaction levels with the Support Centers products, service offerings, and personnel Identify changes to products, services, and processes that customers feel would improve their relationship with the Support Center and meet their needs better Are based on the customers perception of the company over the last year or period Onetime surveys: Are not completed during regularly scheduled intervals Are scheduled for a specific reason Are appropriate for evaluating satisfaction levels with current products and service offerings or for identifying changes that customers feel are important Identify methods of distributing customer satisfaction surveys Methods of distributing customer satisfaction surveys include: E-mail Phone interviews Internet In person interviews Regular mail

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SUPPORTED TECHNOLOGIES AND ENABLING TOOLS Element Support Center Technologies and Tools Criteria Identify common technologies used in the Support Center Range of knowledge and understanding for criteria (not exhaustive) Common technologies used in the Support Center include: Telephony Phone: private branch exchange (PBX) and automated call distribution (ACD) Fax Voice mail Integrated voice response (IVR) Call management systems (CMS) E-mail Internet and Web technolgies Incident management systems Problem management systems E-mail management systems (EMS) Knowledge management systems

Identify support methods Support methods include: Telephony Remote control Online chat and instant messaging (IM) Deskside Identify the advantages of remote control Remote control has the following advantages: Problem visibility Time effectiveness Fast resolution Fewer calls escalated Training opportunities

Identify the disadvantages Remote control has the following disadvantages: of remote control Security Bandwidth Access conflicts Silent time Feeling that Big Brother is watching Over dependence by customers Over dependence by HDAs Recognize why Support Centers use chat and IM Chat and IM: Enable communication with customers Enable communication with Support Center staff Allow for a private dialogue with colleagues Foster relationships with remote colleagues and customers Allow for an immediate response A server is a hardware computer device that is designed to allow multiple users to connect to a network. Servers typically have a single functional purpose (e.g., print or e-mail). A hub is a central connecting device in a network that joins communication lines together, often in a star configuration. A router is a device that forwards clusters of a transmitted message from one local area network (LAN) to another.

Anatomy of a Network Define server

Define hub

Define router

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SUPPORTED TECHNOLOGIES AND ENABLING TOOLS Element Criteria Range of knowledge and understanding for criteria (not exhaustive) A desktop system is typically a single user system, while a server is used by multiple users.

Desktop and Notebook Explain the difference between a server and (Laptop) Computers a desktop system

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List the primary The primary components of a desktop or laptop system include: components (hardware Processor (CPU) Memory and software) of a Hard drive desktop or laptop system Monitor Keyboard Mouse (or pointing device) Operating system (OS) (e.g., Windows 95,98, 2000, NT, and XP; Unix; and OS/2) Application software (e.g., MS Outlook, Lotus Notes, MS Word, Netscape Navigator, and Internet Explorer) Define peripheral device A peripheral device is a device that is connected to the computer but is external in relation to the CPU. Common peripheral devices include: Monitor Keyboard Mouse, track ball, or touch pad Printer Scanner Voice recognition software Modem Uninterrupted power supply (UPS) Backup devices A wireless device is any computer modem or phone related technology that does not depend on physical phone lines for communications. Common wireless devices include: Cell phones Pagers Personal digital assistants (PDAs) Laptops Televisions Radios

Peripheral Devices

List common peripheral devices

Define wireless device

Identify common wireless devices

SUPPORTED TECHNOLOGIES AND ENABLING TOOLS Element Telephony Criteria Describe the purpose of PBX and ACD Range of knowledge and understanding for criteria (not exhaustive) PBX and ACD: Route calls to Support Center personnel based on predefined processes and algorithms Provide basic telephony functions to the Support Center General telephone features include: Hold Conference calling Transfer Voice mail Agent tracking availability Ability to generate call information Reporting Computer telephony integration (CTI): Is the integration of IT and telephony equipment to facilitate the efficient processing of customer contacts Identifies callers to the HDA (e.g., the screen pop has the callers name, etc.) Allows the Support Centers management to view KPI in real time Integrating an incident management system with CTI is complex and costly. The screen pop may delay the time it takes the Support Center to answer calls (causing ASA to increase). Screen pops typically require customer input identification, so accurate databases are required. Self-help: Allows the customer to resolve the request in less time than it would take to wait for a HDA Allows customers to resolve their own requests without direct HDA interaction or involvement Is used to enable customers to resolve simple requests (e.g., status of order, flight arrival time or delay, and bank balance) Permits Support Center staff to focus on more complex issues with customers Examples of self-help technology include: Faxback systems Forms Procedures IVR-based systems Web-based self-help systems Specific information about products and services Online help systems for applications Help systems found with most applications Self-help technology: Allows for faster problem resolution Provides easy access for the customer Is available 24x7, regardless of the Support Centers operating hours Provides consistent responses to repetitive requests Is the preferred method for some customer segments Lowers the cost of Support Center support Disadvantages of self-help technology include: A higher cost of information maintenance An increase in time per call at the Support Center due to less complex issues being resolved by the customer A perception of loss of personalized service Being challenging to keep up, as self-help systems must have the most up-to-date and accurate information Can take customers a longer time to resolve the incident

Describe general telephone (PBX and ACD) features

Define computer telephony integration (CTI)

Explain common issues encountered when integrating CTI with incident management systems Self-Help Technology Identify the advantages of using self-help in a Support Center environment

Describe common examples of self-help technology

Identify advantages of self-help technology

Identify disadvantages of self-help technology

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