CERN Service Desk: Let’s improve the quality of our calls together
Since its creation, the Service Desk team has aimed to make everyday life easier for the CERN community by providing them with clear, efficient and high-quality support, whether over the phone, through tickets or during visits to the CERN Community Support Centre (CCSC). To better meet the needs of users, we are enhancing our quality […]
The CERN Service Desk announced their intention to improve the quality of telephone calls received by the community. Since its inception, the team has been committed to offering clear, efficient and high-quality support through various channels. However, they recognized the need to enhance their quality assurance process specifically for telephone calls.
The primary goal of this improvement is to ensure that each call provides a relevant and appropriate response, while also adhering to correct procedures and respecting the Code of Conduct. Furthermore, some calls may serve as training material for future colleagues and facilitate the sharing of best practices.
When contacting the Service Desk via phone, users will be informed that their call may be recorded, with consent required. These recordings will be stored for a month to allow for quality checks. The Service Desk encourages users to share their feedback, as it plays a crucial role in delivering a better service every day.
Written by urgent.news from CERN's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
