Select Page

Quality Audits: The Secret Ingredient to Great Customer Service

Manish Tripathi | | November 3, 2015

There are many aspects associated with providing quality customer service. At Datavail, we seek to differentiate our services from those of our competitors through an iterative quality assurance process.

If quality is such an important part of what makes us different from the next database service provider, why are we spilling the secret ingredient in our customer service sauce?

We want you to know from the outset how important quality is to our organization. To ensure that each interaction we have with a client meets specific, consistent criteria, we use quality audits.

Auditing DBA Customer Service Performance

The quality auditing process — a critical reason we adopted the Six Sigma DMAIC framework — gives our managers the means to constructively evaluate the performance of their database administrators specific parameters. Each of these parameters and the expectations we have for our employees are fully outlined. There are no surprises. Database administrators and supervisors know exactly what is expected of them.

In the ticket handling process, for example, concise communication is extremely important. We ask for consistency in how a client is addressed, in how the client is thanked, and how we communicate to handle the question or issue. Each of these factors is assigned a specific number of points and weighed with other parameters. In total, the scored points give a total the quality assessment.

Iterative Process

But the process doesn’t end there. There may be some perfect scores on a metric or two, but there are typically targeted improvements to be made after a quality audit. Improve is one of the steps within the DMAIC framework. We work with our database administrators, helping them improve their interactions with clients by providing detailed feedback and training. This is also a targeted process.

Additional, subsequent audits track progress made on incorporating that feedback and all training provided.

Quality Builds Trust

Quality auditing programs like this are part of what makes Datavail the most trusted provider of database services. Performance can be evaluated either as a running average over time, or broken out by parameters and goals. Continuous training serves to ensure clients always receive the best possible service from Datavail.

To learn more about our process we employ to ensure top-notch customer service you can read more in our recent white papers – Quality Auditing for Service Call Processing and Quality Auditing for Ticket Processing.

If you would like to know more about the range of database support services available, please contact Datavail to discuss a custom, quality solution for your enterprise.

We hope that by explaining our philosophy and showing you how we maintain consistent quality communications with our clients, you’ll want to experience our customer service yourself.

Oracle EPM Cloud Vs. On-Premises: What’s the Difference?

EPM applications help measure the business performance. This post will help you choose the best EPM solutions for your organization’s needs and objectives.

Bobby Ellis | April 10, 2018

Hyperion Myth #9: SOX Audit Requests Are Time-consuming

With serious financial penalties, SOX audits can be intimidating — but they don’t have to be. Find out how you can use Datavail’s software to automatically prove SOX compliance.

Jonathan Berry | March 13, 2018

12c Upgrade Bug with SQL Tuning Advisor

This blog post outlines steps to take on Oracle upgrade 11.2 to 12.1 if you’re having performance problems. Oracle offers a patch and work around to BUG 20540751.

Megan Elphingstone | March 22, 2017

Work with Us

Let’s have a conversation about what you need to succeed and how we can help get you there.

CONTACT US

Work for Us

Where do you want to take your career? Explore exciting opportunities to join our team.

EXPLORE JOBS