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Technical Escalations Best Practices

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Technical Escalations Best Practices

  1. 1. Technical Escalation Best Practices Romeo Magalong, Jr. Technical Client Services Manager
  2. 2. Overview <ul><li>Introduction </li></ul><ul><li>Technical Manager Role </li></ul><ul><li>Level of Escalation Management </li></ul><ul><li>Avaya Diagnostic Methodology </li></ul><ul><li>Communication Management </li></ul><ul><li>Technical Escalation Questions </li></ul><ul><li>Technical Support Services </li></ul><ul><li>Lessons Learned </li></ul>
  3. 3. Importance of Technical Escalation Best Practice <ul><li>Provide customers with rapid and responsive solutions in the shortest period of time </li></ul><ul><li>Explain the best ways to direct a customer escalation from a technical standpoint using a good list of trouble shooting or trouble finding questions </li></ul><ul><li>Break complex problems into smaller manageable pieces </li></ul>
  4. 4. Technical Manager Role
  5. 5. Technical Manager Responsibilities <ul><li>Take ownership – provide reassurance that the escalation is being addressed by a dedicated resource such as yourself </li></ul><ul><li>Take the lead and manage the escalation </li></ul><ul><li>Help break down complex problems into manageable parts and orchestrate the trouble shooting process by engaging the correct technical resources </li></ul><ul><li>Identify the problem in order to properly address it </li></ul><ul><li>Understand the problem in a clear and concise manner in order to define the scope or requirements to combat it </li></ul>
  6. 6. Levels of Escalation Management
  7. 7. Levels of Escalation Management <ul><li>Scope Management </li></ul><ul><li>Time Management </li></ul><ul><li>Cost Management </li></ul><ul><li>Resource Management </li></ul><ul><li>Communication Management </li></ul>
  8. 8. Scope Management <ul><li>Identify the problem or issue that needs to be addressed – narrow down the problem to one particular issue or divide multiple problems into individual parts, prioritize, and address them one by one </li></ul><ul><li>Ask key questions to isolate or clarify the problem needing attention </li></ul><ul><li>Focus on the problem and its immediate resolution and not the logistics that pertain to it </li></ul>
  9. 9. Time Management <ul><li>Assess the customer or business impact when it pertains to escalation management </li></ul><ul><li>Give technical resources ample time to work the problem </li></ul><ul><li>Lead the escalation by providing a sense of urgency </li></ul><ul><li>Take ownership to drive a timely resolution, workaround, or alternate remediation </li></ul>
  10. 10. Cost Management <ul><li>Time is money </li></ul><ul><li>Evaluate the financial factors at stake to measure the criticality of the issues (e.g. the potentiality of loss revenue, customer business) </li></ul><ul><li>Deterioration of customer perception and loyalty </li></ul>
  11. 11. Resource Management <ul><li>Allocation of properly identified technical and management resources </li></ul><ul><li>Manage the direction of the trouble shooting and trouble finding process </li></ul><ul><li>Facilitate team work – everyone is working towards the same objective or goal </li></ul>
  12. 12. Communication Management <ul><li>Communication is a key to success when directing an escalation because it is the mode or pathway through which all parties share information </li></ul><ul><li>Insure clear and concise channels of communication to keep the trouble shooting process </li></ul><ul><li>Avoids assumptions, misconceptions, and misunderstandings </li></ul><ul><li>Provide periodic status updates to keep everyone on track and focused on the prize </li></ul>
  13. 13. Lack of Communication Management <ul><li>Results in periods of increased tension </li></ul><ul><li>Make escalations more difficult to control </li></ul><ul><li>Create structural barriers – assumptions, individual beliefs or preferences are open to interpretation </li></ul><ul><li>Customer dissatisfaction – customer or business impact </li></ul><ul><li>Increase likelihood for further escalation </li></ul>
  14. 14. Avaya Diagnostic Methodology (ADM)
  15. 15. Avaya Diagnostic Methodology <ul><li>Core of several programs and initiatives </li></ul><ul><li>Structured, repeatable, systematic approach to problem solving </li></ul><ul><li>Reduce the probability that key factors contributing to the problem are not overlooked </li></ul><ul><li>Discourages reliance on hunches and intuition </li></ul><ul><li>Increases the probability that the root cause will be found </li></ul><ul><li>Seamless transition of work, less time explaining status or progress </li></ul><ul><li>Less rework and repetitive activities. More time to focus on the problem, thus enabling quicker identification of potential solutions </li></ul><ul><li>Reduce customer escalations and reduce backbone time involved when they do occur </li></ul>
  16. 16. Technical Escalation Questions
  17. 17. Technical Escalation Questions <ul><li>Phase 1: Gather data about the problem </li></ul><ul><li>Phase 2: Isolate Point(s) of Failure </li></ul><ul><li>Phase 3: Determine if network changes have occurred </li></ul>
  18. 18. Gather data about the problem <ul><li>Did something fail or did simply perform poorly? </li></ul><ul><li>What product or device is being affected? </li></ul><ul><li>Has anything changed since the last time that it worked properly? </li></ul><ul><li>Did it ever work? </li></ul><ul><li>Exactly what action(s) did the customer perform (e.g. eliminate user error) </li></ul><ul><li>Was the problem automatically detected or not? </li></ul>
  19. 19. Gather data about the problem (cont.) <ul><li>What error message(s) or alarm(s) appeared? </li></ul><ul><li>Did the problem materialize with no symptoms or signs? </li></ul><ul><li>When did the problem begin? </li></ul><ul><li>Did you attempt the same action on another device? </li></ul><ul><li>How many are affected by the problem? One, a specific area or group, local versus enterprise-wide, or were users affected randomly? </li></ul><ul><li>When and with what frequency does the problem occur? </li></ul>
  20. 20. Gather data about the problem (cont.) <ul><li>Is this similar to a previous problem? </li></ul><ul><li>What feature or functionality is being affected, e.g. Can’t be called, Can’t call out, No dial tone, Call Center capabilities, local or long distance issues, etc.? </li></ul><ul><li>What is the measurable business impact and how does it affect the business, e.g. What percentage of calls are being blocked inbound or outbound when it come to trunk traffic? </li></ul>
  21. 21. Isolate Point(s) of Failure <ul><li>Is the problem Local or Enterprise-wide? </li></ul><ul><li>What are the symptoms of the problem? If multiple problems, are the symptoms related to each other or should they be identified as separate problems? </li></ul><ul><li>Identify the specific product or device involved in the problem. Are there any network topology diagrams and call flow diagrams available to reference to help isolate the problem? </li></ul><ul><li>What is the version of the software, firmware, patch, or service pack running on each device? </li></ul><ul><li>Has something changed in the network? </li></ul><ul><li>Are there any network issues? Verify the integrity of the IP network. </li></ul>
  22. 22. Determine if network changes have occurred <ul><li>Have any new implementation changes or updates been added to the system? </li></ul><ul><li>Is there new equipment on the network? </li></ul><ul><li>Has the physical connectivity or environment of the affected product or device been examined? </li></ul><ul><li>Was there a new application installed or applied before the problem occurred? </li></ul><ul><li>Have there been any software or configuration changes? </li></ul>
  23. 23. Determine if network changes have occurred (cont.) <ul><li>Has any of the equipment been moved lately? </li></ul><ul><li>Have there been any network events or anomalies? </li></ul><ul><li>Is there a normal amount of traffic on the network? </li></ul>
  24. 24. Technical Support Services
  25. 25. Technical Support Services <ul><li>There are several levels of support depending on the type of technical support required to resolve an issue </li></ul><ul><li>Goal is to have the right technical parties involved to drive a faster resolution </li></ul><ul><li>List of most commonly used support services: </li></ul><ul><li>-Services Desk </li></ul><ul><li>-GSD Backbone Engineering (BBE) </li></ul><ul><li>-Diagnostics, Defects, Escalations Backbone (DDE) </li></ul><ul><li>-Solution Support Engineering (SSE) </li></ul><ul><li>For more information on the services listed above or other levels of support, refer to the Global Call Routing Guide at: http://toolsa.sd.avaya.com/directories/index.php?mode=crg </li></ul>
  26. 26. Lessons Learned
  27. 27. Lessons Learned <ul><li>Insure that the technical resources engaged have the right attitude and correct experience level or subject matter expertise </li></ul><ul><li>Align the customer and escalation team expectations </li></ul><ul><li>Have a clear understanding of the problem, making sure everyone is on the same page </li></ul><ul><li>Maintain open channels of communication </li></ul><ul><li>Provide status updates and notifications on a consistent basis and keep everyone informed </li></ul><ul><li>Develop a risk or contingency plan – provide options, options, options </li></ul>
  28. 28. Questions & Answers
  29. 29. © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

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