(Reading time: 6 - 11 minutes)

 

Now let us discuss a a sample VOC analysis framework which can be used to improve Service Desk process efficiency. 

Step 1: Data Collection:

Collect all the VOC data from the identified months and filter out the ones where customer was not happy with the service provided 

Response Fiscal Month

Ticket Number

VOC Data

2015 / 01-July

Ticket number 001

[Sample] The Issue was not resolved yet, I received an email to say it was.

Ticket number 002

[Sample] My incident is not resolved, the technician did not even know basic things like how to open an XML file without XSLT, and kept sending me the same resolution. It seems like the support professional did not even attempt to reproduce the problem.

Ticket number 003

Ticket number 004

Ticket number 005

Ticket number 006

Ticket number 007

2015 / 02-August

2015 / 03-September

2015 / 04-October

2015 / 05-November

2015 / 06-December

2015 / 07-January

 

 Step 2: Data Mining:

Identify all possible gaps (for each ticket) using the feedback given due to which the customer was not happy with the service provided. Categorize each gap under the identified categorize and build up a comprehensive list  

Response Fiscal Month

Ticket Number

VOC analysis of Service Desk Process [TEAM NAME]

Communication Gaps

Technical Gaps

Process Gaps

Process Adherence Gaps

Environment Issues

People Issues

2015 / 01-July

Ticket number 001

Low quality of communication sent by service desk

Lack of technical/ functional/ domain knowledge

NA

Process exists but not followed

Product Issue

Wrong inherited practices

Ticket number 002

Unable to comprehend user communication

Lack of knowledge base

Process is inadequately defined

NA

Tools Issue

Human Errors

Ticket number 003

 

 

 

 

 

Ticket number 004

 

 

 

 

Ticket number 005

 

 

 

Ticket number 006

Ticket number 007

2015 / 02-August

 

 

 

 

 

 

2015 / 03-September

 

 

 

 

 

 

2015 / 04-October

 

 

 

 

 

 

2015 / 05-November

 

 

 

 

 

 

2015 / 06-December

 

 

 

 

 

 

2015 / 07-January

 

 

 

 

 

 

 

Step 3: Data Modeling:

Calculate and arrange in a structured format the total gaps identified for each category for each month

Months

Overall Data

Total Gaps

Total Survey Responses

Communication Gaps

Technical Gaps

Process Gaps

Process Adherence Gaps

Environment Issues

People Issues

July'15

4

10

6

9

6

71

106

25

August'15

7

10

5

1

6

64

93

35

September'15

7

1

2

3

6

53

72

32

December'15

3

5

3

2

7

69

89

14

January'16

3

4

1

1

1

46

56

40

Total

24

30

17

16

26

303

416

146

  

Identify the top gaps from each category

Months

Communication Gaps

Timely communication

Quality of communication

Issue Comprehension

Missing user communication

July'15

1

2

3

4

August'15

7

8

9

2

September'15

7

1

2

3

December'15

3

10

2

5

January'16

3

4

8

6

Total

21

25

24

20

 

Months

Technical Gaps

knowledge base (KB)

Tacit knowledge

Non-uniform knowledge levels

Technical/Functional/Domain knowledge

July'15

4

10

1

9

August'15

1

10

5

1

September'15

2

1

2

3

December'15

3

5

3

2

January'16

3

4

1

1

Total

13

30

12

16

 

Months

Process Gaps

Process does not exist

Process is inadequately defined

 July'15

2

8

August'15

9

4

September'15

6

1

December'15

1

2

January'16

5

4

Total

23

19

  

Months

Process Adherence Gaps

Process exists but not followed

Inconsistencies in following the process

July'15

1

10

August'15

7

10

September'15

7

1

December'15

3

5

January'16

3

4

Total

21

30

 

Months

Environment Issues

Product Issue

Tools Issue

External Factors

July'15

4

1

6

August'15

7

1

5

September'15

7

1

2

December'15

3

5

3

January'16

3

4

1

Total

24

12

17

 

Months

People Issues

Human Errors

Wrong inherited practices

July'15

1

10

August'15

7

10

September'15

2

1

December'15

3

5

January'16

3

4

Total

16

30

 

Finally develop a prioritized list which will rank each gap (from highest to lowest) in the order of its occurrence  

Prioritized list (ranked in the order of frequency of occurrence)

S.No

Category of Gap

Type of Gap

Number of occurrence

1

Technical Gaps

Tacit Knowledge

30

2

People Issue

Wrong Inherited practices

30

3

Process Adherence Gaps

Inconsistencies in following the process

30

4

Communication Gaps

Quality of communication

25

5

Communication Gaps

Issue Comprehension

24

6

Environment Issues

Product Issue

24

7

Process Gaps

Process does not exist

23

8

Process Adherence Gaps

Process exists but not followed

21

9

Communication Gaps

Timely communication

21

10

Communication Gaps

Missing user communication

20

11

Process Gaps

Process is inadequately defined

19

12

Environment Issues

External Factors

17

13

People Issue

Human Errors

16

14

Technical Gaps

Technical/Functional/Domain Knowledge

16

15

Technical Gaps

Knowledge Base

13

16

Environment Issues

Tools Issue

12

17

Technical Gaps

Non-Uniform Knowledge Levels

12

 

The data depicted here is only a sample and is used to show how VOC analysis should be carried out as it gives out a prioritized list of gaps for which solution component needs to be derived and worked upon to improve the Service Desk process efficiency. Prevention or Mitigation planning is required for all gaps starting with the ones with higher number of occurrence. 


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