Customer Experience Management (Quality Control & Assurance)
A well-managed quality or service assurance program enables the NOC to identify and resolve problems before they significantly impact you or your customers. We conduct our own quality control and look at a wide range of metrics to understand how our service is performing for you.
All client feedback is addressed by NOC management, who reviews the service to evaluate responsiveness metrics, adherence to runbook procedures, customer interaction, and technical troubleshooting (just to name a few).
Such quantitative and qualitative measures, and the resulting feedback, reduce the likelihood of recurring problems. Monthly and quarterly stakeholder service reviews ensure customer expectations continue to be met. In addition, as a 24x7 service team, we engage in a rigorous, ongoing knowledge management and training program to ensure the entire NOC team is up-to-date on all changes made.