Most support organizations do all they can do during a day to day struggle with offering some degree of support. Operating from a “reactive” position vs. “proactive” is highly inefficient and extremely costly to the corporate structure, or company delivering service.
A well thought out help desk is smart, simply smart. Simple yet effect processes will allow you to deliver rapid and efficient service. And powerful tools delivered by Cynergy Software let the help desk reach beyond day to day problems and can deliver a measurable impact on productivity across any organization attempting first rate service.
In an organization striving to deliver best practice processes this is accomplished with consistent and sustainable levels of excellence that are visible to the end user, internal staff, and senior level management.
System Design
* Help desk and call center systems should utilize a single, central customer database
* Help desk and call center systems should provide a short learning curve for new agents to reach productive levels
* Help desk and call center systems should be integrated with other support enabling technology appropriate for their environment and their customer base
* Support organizations should require that the tool(s) conform to an identified optimum process, rather than alter good processes to conform to the limitations of a tool Help desk and call center systems should enable the support organization to record, store and re-use known solutions
* Support organizations should choose the buy option for system acquisition rather than the build option
Call Handling
* Support organizations should enable customers to submit requests in multiple methods, and in multiple forms
* Support organizations should log 100% of all customer requests and related activity
* Customers should be kept informed as to the status of their requests
* Customers should be able to access self-help options prior to engaging help desk and call center resources
* Support organizations should automate the process of handling customer requests, including call handling, call tracking, problem management, and problem resolution
* Support organizations should provide prompt (defined by the specific customers served) response to customer requests
* Support technology should be available to, and used by, all stakeholders in the support process (Level I, Level II, Level III) to insure continuity of service processes and service performance
Operations Management
* Support organizations should implement proactive measures to reduce problems and improve customer service
* Support organizations should provide and monitor broad management reporting of both activity and performance
* Support organizations should require clear “value on their investment” from the short term
* Support organizations should identify, monitor, and manage to appropriate service levels for their customer base
* Support organizations should aggressively pursue root cause analysis and problem elimination programs
