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HDI Support Center Analyst Questions & Answers
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HDI Support Center Analyst Questions & Answers
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HDI Support Center Analyst Questions &Answers
5.25.3 Identify the characteristics of providing consistent service. Correct Ans-Providing
consistent service includes:
> Providing all customers with the same quality of service
> Assigning priority levels consistently, in accordance with the SLA
> Enforcing standard policies and procedures while meeting customer's needs
5.25.4 Identify the characteristics of excellent customer service. Correct Ans-Excellent
customer service is evidenced by:
> Actively listening to the customer
> Demonstrating empathy and acknowledge an understanding of emotions
> Realizing that customer's needs and expectations may change, and remaining flexible in order
to meet those expectations while working within the organization's guidelines
> Proactively keeping customers informed of status through phone, Web, or e-mail updates
> Taking initiative to resolve incidents, going above and beyond ordinary effort when necessary
> Proactively following-up with a customer to ensure a solution remains successful
> Delivering an extra measure of service when expectations have been missed in the past (e.g.
knowledge transfer, productivity tip, etc.)
,6.1.1 Define metric. Correct Ans-A metric in support is any measurement of performance or
efficiency. A metric is a measure of an organizations activities and performance as it relates to
the management of a process, IT service, or activity.
6.1.2 Identify types of metrics. Correct Ans-Types of metrics include:
> Performance indicators are measures of performance.
> Key performance indicators (KPIs) are a measure of progress toward achieving one's goals and
objectives. KPIs are specific to the goals of the organization.
6.1.3 Describe the importance of using metrics. Correct Ans-Capturing support center
metrics allows an organization to:
> Specify required performance levels
> Track individual and team performance
> Plan for headcount
> Allocate resources
> Identify the need for service improvements
> Acknowledge success and accomplishments
> Identify required resources for staffing and scheduling
> Determine the schedule
> Measure analyst performance
> Understand overall organizational performance
,6.1.4 Identify common measurements used in the support center. Correct Ans-Common
measurements used in the support center include:
> Abandon Before Answer (ABA) (i.e. abandon rate)
> Average Speed to Answer (ASA) (sec/min)
> First Contact Resolution (FCR)
> First Level Resolution (FLR)
> Average Handle Time (AHT)
> Availability
> Occupancy
> Utilization
> Average Hold Time
> Incidents Handled and Closed per Analyst (#,%)
> Incidents by Priority/Severity/Type or Category (#,%)
> Customer Satisfaction Level (%, X/Y)
> Employee Satisfaction Level (%, X/Y)
> Unit Cost - $ per incident, $ per analyst, $ per desktop
6.1.5 Describe common support center metrics and their purpose. Correct Ans-Customer
support center metrics include:
> Abandon Before Answer (ABA): The percentage of customers that terminate a call (i.e. hang
up) before the call is answered. ABA is a leading indicator that is used to manage staffing levels
and scheduling.
, > Average Speed to Answer (ASA): The average amount of time that a customer is waiting in a
queue before the call is answered. ABA measurements are leading indicators that are used to
evaluate and adjust staffing and scheduling levels.
> First Contact Resolution (FCR): The percentage of incidents resolved upon initial contact with
the customer. The FCR rate is a leading indicator used to measure the knowledge level of the
analyst and to measure the relative complexity of incidents.
> First Level Resolution (FLR): The percentage of contacts resolved at first level, not on the initial
contact yet within an established timeframe after research or additional work is conducted. The
incident ahs not been escalated to another tier groups for resolution.
> Average Handle Time (AHT): The average time and analyst spends handling an issue. AHT
includes the talk time with the customer, any hold time, and after contact/call work (wrap-up
time or ACW). AHT can be used to understand the complexity of requests and is a key
component when calculating staffing and training needs.
> Availability: The percentage of total time the analyst was logged in and available to take
incoming or make outgoing calls. Availability is a leading indicator that is used to measure the
analyst's productivity and that of the support center.
> Occupancy: The percentage of total time an analyst is logged in handling or waiting to handle
a contact. This includes talk, hold and after contact work.
> Utilization: The total percentage of actual time an analyst spent handling customers.
> Average Hold Time: The average a
6.1.6 Describe the impact if the average speed of answer (ASA) rate is higher than expected.
Correct Ans-A high (long) ASA rate indicates that customers are waiting longer than
expected. This results in:
> Frustrated customers
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