The main thing to remember when using an outsourced helpdesk, is that they are representing your product or service, brand and expertise to the end user. This end user is a customer that expects a certain level of service. Here are three points to remember when looking at outsourcing companies, or when reviewing your current contract.
- It’s vital that people in IT helpdesk jobs are as knowledgeable and well trained as any internal employees. An in-depth knowledge of the product or service is important. IT helpdesk jobs are often perceived as without much progression, so often the most junior and least knowledgeable staff is in them. They must have excellent training and a very clear and efficient escalation process to ensure the customer always feels looked after. Use essay writing help for writing essay about IT. - Make sure you’re aware of employee targets and KPIs. Customer have complained about high-street brands’ call centre staff cutting them off on purpose, sounding stressed or rushing them through a call. Targets such as lowering average call times and call queues can actually serve to disadvantage the customer. Clearly outsourcing something like application support jobs is different, but agreeing priorities and goals with your provider is vital to get the service you’re paying for. - A key reason for outsourcing is taken the burden of technical issues and software management off your hands. There is a negative side of this however, as you’re relying on someone else to solve technical problems, bugs or glitches that could be representing your company in a bad light. Check records on this and systems in place at the initial stage of the procurement process. Also if they change anything, it’s a good idea to question whether this is better or worse for your customer. The alternative in-house option is using IT contract jobs to scale capabilities and solve issues. This is a focus on the negative aspects of outsourcing your helpdesk. Of course there are advantages too, such as getting a solution set up at reasonable cost in a short timescale. Also, having the flexibility to scale operations up or down depending on demand. The most important thing to check is in place is a good escalation process for urgent or significant queries, and to make sure getting a response from the right person is achieved in good time. If this is prioritised, customer satisfaction and retention will be helped.
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December 2018
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