Service Desk Call Testing

I need the phone-call journey into our A1 Service Desk put under a microscope. Using the test script I’ve shared (see link above), you will dial in with the credentials we supply, record the interaction end-to-end, and evaluate three core pillars of the experience: call quality, how the customer service team handles the request, and how effectively the issue is resolved.

The single goal is to surface insights that let us boost overall user satisfaction, so every observation should map back to that outcome. While listening, pay special attention to the engineer’s problem-solving approach, clarity of communication, and adherence to our prescribed protocols.

You will have access to our monitoring tool and login before you begin.

Deliverables
• Annotated recording or transcript with time-stamped notes
• A concise report highlighting strengths, friction points, and specific recommendations tied to the above criteria
• A scorecard summarising problem-solving, communication, and protocol compliance for each call completed

I’m happy to clarify anything once you’ve reviewed the guide; just let me know.