Pre Training Assessment
We evaluate your service desk’s current functioning, challenges, goals and provide a plan.
We don’t believe in cookie cutter, one program suits all training. We do believe in customizing the learning experience.
We offer 2 levels of assessment:
Basic assessment to customize training
Comprehensive assessment which includes steps listed below. You get a written summary and we prepare a customized learning experience for your team.
We evaluate current performance by:
- Interviews of key stakeholders
- Interview with team leader
- Survey of team members
- Review of customer satisfaction surveys
- Review of metrics and service level agreements
- Call monitoring
HelpDeskCoach process continues with
- Identification of skills gap and areas for improvement
- Customization of workshop content to close skill gaps and reflect your user base and business
- Development of customized training materials
- Presentation of workshop at your site
- Follow up support, ongoing training, and a reinforcement plan
- Management coaching so managers can sustain customer satisfaction and service level agreements