By Marianne Fuglsang Welling Farsinsen, AAU Communication and Public Affairs
Photo: AAU

"In order to improve our service and ensure that you receive the best possible support, we record all calls for internal training and quality assurance. If you want the recording to be deleted, please simply inform the agent." That's what it will sound like when AAU staff and students call AAU's IT support on 9940 2020 from 18 November for help and guidance on IT systems and digital tools.

AAU's IT Support handles around 20,000 phone calls from staff and students every year, and IT Services (ITS) now wants to record the calls. The purpose of the recordings is to analyse, develop and ensure that IT support meet staff and students in a welcoming manner, understand their challenge - and help them find the right solution. If you do not wish to participate, the recording will be deleted immediately.

Service excellence

At AAU, using recordings of IT phone support is brand new, but in the world of IT support it is a familiar concept that is supported by the communication training called ‘service excellence’.

For Anja Mørck Bredal, Team Leader for IT Support at AAU, the concept is familiar. She has a background in teaching service excellence courses for companies and organisations that want to work according to the principles.

"The recordings are an important tool for us to improve our communication skills. There are different types of people who approach us, and we need to be able to meet them in the way that makes them most comfortable in their interactions with us. Some people need us to spend more time helping them through a guide, while others just want a link to the guide itself, and then they are quickly on their way," explains Anja Mørck Bredal.