Our Tools
Techlog
OLS has developed its own ticketing and call tracking management system, known as Techlog. It is web-based and built on the MS-SQL server architecture. As Techlog has been developed in-house, our experience with it is unequalled. The fact that it is maintained and upgraded using existing personnel affords us the flexibility to modify it to our customers' specific requirements.
Techlog is extremely flexible, allowing the client to determine his or her own call type categories as general or as specific as required. As it is web-based, it gives our clients real-time access to their data allowing on-demand generation of such things as call-type breakdown reports and customer incident detail. It is a robust, multi-featured help desk software program that will grow with your company, and ensure your customers never fall through the cracks.
With a core built entirely on a web platform, Techlog enables supervisors to administer, assign and enter incidents, as well as search and report, with a simple web browser. Notes can be entered and saved for help during similar future scenarios. When an issue is completed, it is easily "closed". The system can be customized so that if issues are not closed within a certain time period, they will be automatically escalated.
In a future release, your customers will be able to enter issues themselves. They will then be able to track their progress without repeatedly calling the help desk. This could save your organization hours of support call charges every day.
Some features of Techlog include: Help Desk Tracking
- Techlog is a proven performer in help desk or customer service applications as evident by its use in servicing two of Canada's top telecommunications companies
- Problem of the Day function to allow the agent to quickly add a predefined incident with a minimum of time and effort
- Powered by Microsoft's SQL server for maximum stability
- Complete customer history displayed in an easy to view format for agent reference
Complete Incident Tracking
- Track the status of any open incidents
- Easily escalate incidents with the click of a mouse
- Know which call driver has the most incidents
- Full security ensures that only team members can view incidents
- Complete incident closing capability
- Tracks handle time based on each resolution offered as well as by incident
- First Call Resolution calculation
Web Based Flexibility
- Web-based platform ensures no need for multiple installations on user desktops
- Remote offices can be served easily
- Enables customer access to their support incidents
- Deploys quickly
- Simple, easy to follow interface requires minimal training
Completely Customizable
- Easily definable call drivers prioritized according to your organization's needs
- Numerous customizable user-level options
- Incidents are easily assigned
- Editing of incidents with complete assignment power
Customer/User Activities
- Submit, view and search outstanding issues at a user level
- Generate call driver and incident reports on demand
- Export incident data to a common file format for further analysis
Administrative Tools
- User setup, notes
- Easily establish issue types, subtypes and their priorities
- Set up departments, multiple locations and regions
- Set up external organizations which need access
- Establish escalation parameters
Human Resource Database (HRD)
The OLS Human Resource Database (HRD) was developed as the primary source tool for extracting information on employee performance management. The database is populated with all pertinent employee data, with contributions from appropriate departments. Evaluation data from the Quality Control and Assurance team is inserted into the database and accessible real time to the employee's direct supervisor for review and coaching opportunities. The evaluation is then matched with direct supervisor assessment through remote and sit in monitoring for comparative results. Observations and recommendations are reviewed by the Training Manager and analyzed for trending and any retraining requirements.
HRD is password protected and hierarchical access is granted to appropriate management team members. All employee information is secure and only relevant data fields are displayed for the various departments.
The compiled information is used to complete employee performance reviews which are conducted quarterly. Supervisors have daily contact with their team members and regular coaching sessions. Sit down performance reviews and development planning are scheduled quarterly.
Quality Assurance Database (QAD)
The OLS Quality Assurance Database (QAD) has been internally developed to track client specific metrics when monitoring an agent either remotely or in-cube. The data gathered measures both business critical and non-critical areas. Guidelines are determined on how to measure these areas and also the follow up required.
For example, one or more business critical errors may require an immediate coaching session from the QA team. One or more non-critical errors may require a feedback session sent from QA to the Team Coach for evaluation / coaching of the agent. The number of in-cube and remote session per agent per month is determined in conjunction with our clients.
The reporting capability of the QAD is designed to allow for tracking on an individual, team, program, skill set and specific fields. The reporting flexibility helps the QA team spot trends quickly and work with agent through coaching sessions.
Coaching Database (CD)
The OLS Coaching Database (CD) was internally designed to request, track and evaluate coaching sessions. The database is designed with the team environment in mind. Each agent in the database is assigned a team coach and it is the responsibility of the team coach, to evaluate all coaching requests. When a coaching request is received, the team coach must action the item as acknowledged, complete the first section of the CD by determining the root cause, the training plan, timelines and evaluation criteria.
Depending on the nature of the coaching request, a team coach will determine if one-on-one training is required or if the request is part of a larger trend, a roundtable discussion with all agents may be necessary.
The CD also tracks on an agent level the completed training modules. Though the CD is designed on a team environment, global queries can also be preformed to determine trending, all ongoing training (date specific), search the database for best practices / effective coaching techniques for specific root causes and for all open coaching sessions. |
