Fundamentals

Managed IT Support Fundamentals

Whether our managed IT support team members are assisting healthcare staff, patients, or clients in business and industry, many fundamentals support all of those arrangements. Standard Service Level Commitments incorporate metrics and standards to support client expectations and allow our Quality Assurance teams to gather, analyze, and report performance data. Knowledge Management systems are built and their use enhanced with Training and Ongoing Education. Data and processes are analyzed by Artificial Intelligence and Human Intelligence to continuously improve our Integrated-Service, Process-Learning Continuum. All of our systems are Built for Business Continuity to support the Talon Difference: Service, Delivery, Value.

Standard Service Level Commitments

If performance objectives and commitments aren’t measured, they can’t be managed. Talon builds service level agreement (SLA) metrics into each client engagement. Many of the most useful metrics and our average, enterprise-wide results follow.

  • Availability: 24 hours a day, 7 days a week, 365 days per year – 24/7/365
  • Average Speed of Answer (ASA): 90% of calls answered in less than 1 minute – typically less than 20 seconds
  • Abandon Call Rate (ACR): 5% or less – typically less than 2%
  • First Contact Resolution (FCR): 98% resolution for clinical calls (approved by client for Talon resolution)
  • Wait Times: Minimal
  • Call Center Continuity: 99.999% up time, fully fault tolerant
  • Staff Commitment: Dedicated core call center agents for client accounts

Quality Assurance

Our Quality Assurance team tracks and analyzes our operational results, sharing that data with clients and staff. Doing so continually improves the managed IT support process, while providing clients with information they can use to lower support call numbers with targeted internal training. The QA process encompasses the review of call data using ticketing dashboards and the telephone systems examining:

  • Call duration
  • Short calls
  • Availability
  • Wrap up times
  • Trends, anomalies, and opportunities to serve
  • Real-time observation, call recordings, and ticket documentation

Knowledge Management

Knowledge fuels our ability to achieve first contact resolution (FCR) requiring:

  • Strong client partnerships
  • Roles defined during implementation
  • Resource commitment and leadership support

Training and Ongoing Education

The IT industry requires a commitment to continuing education and training to remain current in new technologies. New employees or those changing responsibilities work through a three-stage training process with evaluations throughout:

  1. Directed – Documentation, 1 on 1 mentoring, observation, situational exercises, and testing
  2. Mentored – Calls with mentor, frequent active feedback
  3. Independent – Calls alone, support nearby, periodic feedback

Ongoing training needs arise from several drivers including:

  • Technology changes – Software upgrades and changes, new technology rollouts
  • QA Opportunities – Quality Assurance reviews and data identify process enhancements
  • Feedback – Client input and feedback shared with staff and reflected in new processes

Artificial Intelligence and Human Intelligence

Talon uses Quality Assurance Teams and Artificial Intelligence for trend analysis to identify process improvement opportunities.

  • Training improvements
  • Inefficient or broken processes
  • Identify workflow process improvements
  • Predictive analysis from call type data to identify possible future high volume incidents or failures

Providing proactive incident management reduces overall call volumes which ultimately results in cost savings.

Integrated-Service, Process-Learning Continuum

The Integrated-Service, Process-Learning Continuum presents the Talon Managed IT Support system at work. The metrics for each client service level agreement set performance targets constantly reviewed by our Quality Assurance teams. Over time, knowledge management grows, supporting enhanced service and progressively improving metrics. Roll over the Continuum’s elements to learn more.

Built for Business Continuity

Our Managed IT Services platform is built for business continuity with key fundamentals in place:

  • Dual locations in different time zones
  • Fully-trained staff with overlapping knowledge sets across locations and clients
  • Redundant connectivity and failover capacity
  • Executive management at each location
  • Cloud-based VoIP phone systems supporting quick expansion and downtime avoidance

Winston-Salem NC.

Waukesha, WI.

The Talon Difference

Our Managed IT Services platform is built for business continuity with key fundamentals in place:

  • Required volumes: No minimum call volumes
  • Cost management: Fixed cost per call
  • Client-specific: Customized service delivery solutions and call center team
  • Real partnership: Talon manages volumes through a Problem-Management approach to reduce call volumes and costs
  • Training: Staff carefully trained and continuing education maintained over time
  • Quality assurance: Quality improvement and knowledge management processes in place with proactive, predictive analysis
  • Continuity: Two fully fault-tolerant and real-time business continuity operational call centers
  • Continuous Improvement: Focus on building service enhancements for efficiencies and improved support