Connectria Ticket Auditing Process
Introduction
The Connectria Ticket Auditing Process is a structured approach designed to ensure the efficient handling and resolution of customer service tickets. This process encompasses monitoring various types of tickets, prioritizing critical issues, and evaluating performance metrics to maintain high standards of service.
Objective
The primary objective of the Connectria Ticket Auditing Process is to provide a comprehensive framework for managing and resolving customer service tickets. By categorizing tickets and monitoring key performance indicators, the process aims to enhance response times, ensure effective resolution, and improve overall customer satisfaction.
Goals
Efficient Monitoring:
Continuously review and analyze ticket activity to ensure timely and effective issue resolution.
Prioritization of Critical Issues:
Ensure that tickets classified under the emergency category receive immediate attention.
Prompt Investigation of Alerts:
Address alerting tickets promptly to prevent potential issues.
Accurate Information Response:
Provide timely and precise responses to question tickets.
Timely Initial Response:
Track and improve the time taken to provide the first response to a ticket.
Effective Issue Resolution:
Measure and optimize the total time taken to fully resolve tickets.
Thorough Follow-up and Closure:
Ensure all necessary actions have been taken and confirm customer satisfaction before closing tickets.
Monitoring Tickets:
This involves continuously reviewing and analyzing ticket activity to ensure all issues are being addressed promptly and effectively.
Emergency Category:
Tickets classified under this category require immediate attention due to their critical nature. These tickets are prioritized to ensure swift resolution.
Alerting Ticket:
These are tickets that trigger alerts due to specific conditions or criteria. They require prompt investigation to prevent potential issues.
Question Ticket:
These tickets consist of inquiries or requests for information. They need to be addressed with accurate and timely responses.
First Resolution Time:
This metric tracks the time taken to provide the initial response to a ticket. Monitoring this ensures that customers receive timely acknowledgments of their issues.
Full Resolution Time:
This metric measures the total time taken to fully resolve a ticket from the time it is logged. It is crucial for assessing overall efficiency and effectiveness in issue resolution.
Follow up and Close Ticket:
This step ensures that all necessary actions have been taken and that the customer is satisfied before formally closing the ticket. Regular follow-ups are conducted to confirm resolution and gather feedback.
Explanation
The Connectria Ticket Auditing Process is designed to maintain high standards in customer service by systematically monitoring and managing tickets. By categorizing tickets based on their urgency and type, and tracking key performance metrics such as first and full resolution times and ensures prompt and effective handling of all customer issues. The process also includes follow-ups to confirm resolution and gather feedback, thereby continuously improving service quality.