Aligning our mutual expectations

Understanding which support services a manager needs and when those are expected, is no guarantee for satisfaction, even if the service output would be of perfect quality. Perception of quality will fundamentally differ amongst 2 managers depending on the expected volumes (e.g. number of calls per day) and the expected service levels (e.g. speed of treatment of requests).

We recognize that setting the right mutual expectations for professional support services will never be a science, however remains important as a service guideline.

In order to facilitate this mutual alignment, Ollygos has developed an "Expectation Setting Tool" based on its proper experience. It typically allows us in around 30’ to get a mutual comfortable feel.

• Expected Volumes (low, medium, high)
• Expected Service Levels (Silver, Gold, Platinum)

An examples output is given below.