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As part of our continuous improvement process, we enforce documenting
everything. Every action of the support team is documented as per the client
basis, and any referrals are also included in it. The two reports are:
Escalation Report: As described earlier, escalation of an issue is documented
and reviewed to help our support team to determine the steps that led up to the
escalation and how recurrence can be eliminated. This short report can be used
by the Escalation Manager to verify who was responsible for a particular issue.
Solution Report: This is the complete document that includes the very steps
that are occurred when encountering the problem. Starting from the opening of a
ticket for a particular issue, it will cover every details until its closure –
successful or otherwise. We expect that this document can be very helpful as a strong
knowledgebase for our support team.
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