Occulis
RealPoor Jedi
Joined: 11 Oct 2002
Posts: 13293
Location: Moral Relativity Central
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 Posted: 08/27/03 - 14:23 Post subject: Small proposal for 'tech competency' quiz
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Here is something I am thinking of submitting to my bosses. It will be suggested our techs visit a site and use this to evaluate each customer as we go.
TECH COMPETENCY RATING
This informal questionnaire is intended to be filled out by a tech as he takes a call.
The caller will then be ranked from 1 to 10 on their competency level.
This is not intended to be a "Computer IQ" test, nor is it intended to be a comprehensive study of a persons machine operator capacity. It is intended to give a <b>quick</b> rating system.
Who does this help?
The techs, the customers and the company.
Customers: No one likes being condescended to. Some people take offense to being told to "click the right mouse button on the picture once, then let go of the mouse button." For many people, such explicit instructions are unfortunately needed.
Techs: By seeing a customer has a TC Rating of 8 or higher, the tech knows he does not have to waste time explaining what a Web Browser is, for instance.
Company: Calls are over more quickly, thus increasing the amount of calls your staff can handle.
USAGE:
Place a checkmark beside the appropriate statements which apply to the current caller. When the call is complete, select "Calculate" at the bottom of the page.
LITERACY
[*] Can not pronounce words such as "system", "explorer" and "communication"
[*] Unknown: callers own telephone area code
[*] Confusion: difference between a comma, semi-colon and minus sign.
[*] Confusion: difference between upper-case and lower-case letters
JARGON FAMILIARITY
[*] Confusion: Refers to closing a program as "X'ing it out"
[*] Confusion: "Rebooting" means "formatting hard drive and reinstalling OS" to this customer.
[*] Confusion: "Download" software from a CD-ROM.
[*] Unknown: program, application, software
[*] Unknown: icon
[*] Confusion: Version of Windows. "Windows 96ME-Two Thousand, Million-ium Edition" is not an appropriate version.
KEYBOARD
[*] Cannot enter basic keyboard characters (space bar, qwerty, etc)
[*] Cannot hold Shift and create symbols such as (*&^)
[*] Confusion: Shift and Caps Lock
[*] Confusion: Shift and Caps Lock
MOUSE
[*] Is able to Double-Click the mouse
[*] Is able to Right-Click the mouse
[*] Is able to Click-and-Drag
[*] Confusion: Mouse arrow cursor versus hour glass
INTERNET USAGE
[*] Has never browsed web sites
[*] Confusion: email versus the www
[*] Confusion:
COMPUTER OPERATOR SKILLS
[*] Cannot tell the difference between a model ("Blah blah: Yes/No?") window and the parent application which spawned it. Typically people with this problem think their applications are "locking up" when in fact those applications are simply waiting on a reply the customer is unwilling to make.
[*] "File, Edit, View..." means nothing to this person and they have never seen those options on any program.
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