Leveraging Post-Mortem Reporting into Your Customer Response Infrastructure

If you have a company that relies upon customer service, recent changes in technology are making it more and more imperative that you upgrade your infrastructure so that you can continue to compete effectively.

Not only do you need to add mobile infrastructure that allows customers to contact you from whatever type of device that they are using, it is also a good idea to have a more sophisticated response process that allows you to use business concepts like kaizen or continuous process improvement in order to ensure that your company is capable of competing from a quality standpoint.

One type of reporting that can help you to create a stronger response process is known a post-mortem incident reporting. Already integrated software from response companies like Pager Data, it can give you perspective that allows you to change your processes in positive ways.

Here are some tips on using post-mortem incident reporting to your advantage:

No-fault versus standard reporting:

When it comes to putting on a post-mortem review of an incident, most software and service companies have it down to a science. At the same time, some companies are now trying to remove any guilt from those who were involved and instead focus on resolving the issue from a very neutral standpoint. If you are looking at issues and trying to save time for your company, this can make a lot of sense because you can avoid an entire discussion that may not need to happen.

On the other hand, classic, standard reporting does allow you to utilize the post-mortem to truly measure the performance of your workers in certain situations so that management can work through reviewing them properly. Ultimately, the key is to do a thorough post-mortem as part of your process. Fault or no-fault are decisions that you can make when you get there. If you want to get more information from Pager Duty, you can learn more here.

Do the math:

One company that chose to use a post-mortem on a set of actions taken by a director ended up concluding that the people that took that director’s job over after they left were actually doing a better job from the standpoint of a post project tally because they had created more events that were tracked. As the overall purpose of the budget and the job was to bring new members in to the organization, the problem was that the math that was used did not actually correspond to what most other directors would say is the most important part of the job. When comparing the actual number of people that joined the organization, the number was actually even, putting the original director ahead because they spent less money.

When you do a post-mortem on an incident, the same type of clarity is important.

Post-mortem reporting after an incident or a project can help slow down recidivism and expose flaws that may not otherwise be apparent in your system. If you include that type of reporting functionality in the software that you use in order to measure your customer service teams, you should improve while you save time and money.