KEYWORDS:
Quality Assurance, Help Desk, Customer Service, Technology
BACKGROUND:
The VaxTrack Immunization Registry Help Desk in Riverside County receives over 100 calls per month. A system was needed to collect and analyze information obtained during phone calls.
OBJECTIVE:
To illustrate how use of an integrated Help Desk database helps identify training issues, improves customer service, and increases office efficiency.
METHOD:
A Help Desk function was developed as a component of an existing provider management database. All Help Desk calls are recorded in the database at the time they are received. Data collected includes the date of the call, the caller’s name, the reason for the call, whether or not the issue has been resolved and how. Recording specific information about each call allows valuable summary data to be generated. That data can then be organized and presented in reports such as Calls by Category, Calls by Clinic, and Open Help Desk Calls.
RESULT:
Using an integrated Help Desk database increases office efficiency by producing higher quality data faster and more easily than is possible using manual Help Desk logs. It also helps identify recurring training issues through its various reports. Finally, it improves customer service by providing a means to identify unresolved calls and by allowing all Registry staff direct, immediate access to Help Desk data.
CONCLUSION:
The Help Desk database is an excellent tool for organizing and analyzing data from a high volume of incoming calls.
LEARNING OBJECTIVES:
Participants will be able to describe 1) the basic design of a Help Desk database, and 2)how a Help Desk database can be used to identify training issues, improve customer service, and increase office efficiency.
Handout (.ppt format, 1057.0 kb)
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Back to The 2003 Immunization Registry Conference (October 27-29, 2003)