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The Call Center team at the BWH Help Desk recently completed a month-long, three-question staff survey in an effort to identify and be more responsive to user issues.
According to Carlo Severo, corporate manager, Help Desk Team, the Partners-wide survey, which ran through the month of March, will help improve the support his team provides to the BWH user community.
“It is too soon to have comprehensive results, but a quick observance indicates a lack of awareness in the user community regarding the ability to enter a service request via the web, which can be found at http://helpdesk.partners.org/splash.cfm under ‘Services.’ We will attempt to rectify this void by communicating with users.”
Currently, only five to seven percent of monthly service request tickets are being received through the web. Severo said this option, which is over a year old, has been communicated through newsletters and emails but is not reaching the entire BWH population.
Severo said as far as the overall evaluation of the Help Desk Team, he is cautiously satisfied with the results of 76 percent “excellent,” 19 percent “good,” and five percent “fair.” “These results are very encouraging and will motivate us to continue to be the very best we can be,” he said.
Currently, the Call Center Team is available 24-hours-a-day, seven-days-a-week, answering 97 percent of BWH calls in 14 seconds or less. The team also expects to offer additional resources to help users troubleshoot their own issues, including a self-help tool on the intranet, which will allow users to click on a category and see if the problem is listed with suggestions for resolution.