Without outsourced help desk support, managing a service desk is a lot of pressure. The chances are that you’re constantly balancing the quality of calls with the quantity of calls. With one eye on the wall board or stats, you’ll be stressed about the calls that go unanswered. Some days it will feel a war zone. People call in sick, calls are unpredictable and call durations need to be managed alongside giving great customer service – it’s not easy. With outsourced help desk support we can take away the pressure, deliver a great customer experience and work to your SLA.
Every call is answered
If people call in sick, the calls are covered
No need to recuit and train more people
This is how we can help
Our service desk support team manage frontline calls or overflow calls. Plus we can manage 1st line support and 2nd line triage. Calls can be re-directed from your IVR so that callers, for example, are routed on options 1 or 2 etc. If you don’t have an IVR then calls can be routed if all your lines are busy. We know that taking messages might add to your workload, so our role is to screen the calls effectively. With training we can follow knowledge articles, thereby adding real value to your operation and assisting callers with aspects of your products and services.
As an example we manage frontline calls for Yale for two alarm systems and a locking system. We can resolve the issue with the caller the majority of the time, thereby taking the pressure off Yale’s main call centre. In this case, our team are all trained on the products and how the calls need to be handled. This is a vital role for Yale and we are very much part of their team. If the caller’s needs are outside of our knowledge and training then the call will be escalated. It’s all about good management and communication.
Outsource 1st line support
Outsource 2nd line triage
Resolve client issues faster
Your back up team
If you are working to an SLA, if customer satisfaction is being monitored, if recorded calls are randomly checked then there is a case for outsourcing some of your calls. Outsourcing means that you keep your team lean and if someone calls in sick you have back up. Working with an experienced outsourced help desk support team means there is less pressure and you can concentrate on the calls you need to and outsource other calls that have a different priority. The service is completely seamless. You will reduce waiting times for your callers and increase the overall customer satisfaction levels.
Technology and managing peaks
We have made significant investment in technology which means that we can accommodate your requirements and seriously reduce pressure for you. You may have seasonal, project and ad hoc peaks and can predict some of your call demands. This is when a back up team is the perfect solution. We don’t have to be a permanent outsource, we can work together on an as and when basis.
Working to your service level agreement
When you’re looking to outsource some of your calls it’s important that there is an SLA in place. Ideally we need to understand your expectations in terms of pick up times, call durations, wrap-ups etc. We can provide you with detailed and live reporting so that you can track our performance – we work in a very transparent way. Customer service measurements are also important – it’s not just what we do but how we do it that makes all the difference. You need to work with an outsourced team that ‘get’ how you want things done.
Using common sense
Working with an experienced service desk support team means that you can rely on people within the team to use their common sense. Sometimes calls will need to be escalated and patched through to you, some days priorities might change or you have several people call in sick. At these times you need to work with an outsourced team that is completely flexible and can accommodate any demands.