CERN Service Desk: Let’s improve the quality of our calls together
CERN’s Service Desk is improving call quality by introducing recorded calls for training and quality checks, with recordings stored for one month and user consent required.
The CERN Service Desk has introduced a new quality assurance process for telephone calls to enhance support for the community. The initiative aims to ensure every call receives a relevant and appropriate response while adhering to procedures and the Code of Conduct. The team also uses some calls to train future colleagues and share best practices, reinforcing the desk’s role in continuous improvement.
When users contact the Service Desk by phone, an automated message informs them that the call may be recorded and requests their consent. This step is part of the enhanced quality checks, allowing the team to review interactions and identify areas for improvement. The recordings are stored for one month to facilitate thorough evaluations before being deleted.
The Service Desk team has emphasized the importance of user trust and collaboration in this process. By recording calls, the team aims to maintain high standards of service while ensuring transparency and accountability. Users are encouraged to provide feedback to help refine the support experience further.
The initiative reflects CERN’s commitment to improving everyday support for its community. The enhanced process is designed to strengthen the quality of telephone interactions, support training efforts, and uphold the organization’s standards. Users are reminded that their participation and feedback are vital to the success of this improvement.