Strategic IT Help Desk and Customer Service

Here are 2 more thoughts on how to make your help desk or customer service center strategic:

> Establish performance goals. Goal setting is a necessity in any project undertaken to improve help desk performance. At the very lease, the help desk should have performance goals for customer satisfaction, cost per call, call abandonment rate, service-level compliance, first-call resolution rate and cycle time.

> Focus on customer communication. Failure to manage customer expectations may be the most common problem in the industry. Over communicate with users—before, during and after each call—to ensure that their expectations are properly set. Every user should have a copy of the help desk SPL. During any call, make sure users are advised where they stand in prioritization. First-come, first-served queuing can work when there is no backlog of callers, but all users throughout the enterprise should be appraised that the company’s business needs are key to any incident severity ranking system and projected resolution time. Finally, when closing an incident, agents should ask callers for some quick feedback on help desk performance.

 

Here are some great white papers on the topic:

https://www.givainc.com/white-papers/index.htm

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms