Operations / Help Desk Health Check
MSP2 Help Desk Health Check
If you aspire to sell managed services your own house needs to be in order?
- Is your “help desk” a cost or a profit making contact centre?
- Are your help desk team leading by example or struggling to become pro-active?
- Does your help desk manager measure resolution time?
- Are your team appropriately resourced efficient and motivated?
- Do your team always deliver against customer SLA’s?
Get to the root of the problem
Manage the change from reactive to proactive.
We guide you through our proven methodology for building a professional profit making contact centre. Looking at the customer’s journey utilising best practice helping your team attain three key business benefits.
Improved customer service, improved team performance, improved profits
We help your team deploy best practice.
- Identify Service types, automated evaluation against SLA’s?
- Allocate the appropriate resources automatically, managing diagnostics and escalations
- Report progress to the customer setting expectations?
- Giving the customer a consistent messages and piece of mind?
What we do:
We guide and coach your team:
- Through the development of your business process
- Ensuring best practice is deployed at every stage
- Provide tools and templates of how to configure your contact centre?
- Ensure they are maximising opportunities to cross sell and up sell at all times?
- Provide you with a means to automatically measure performance and ensure the quality of service is delivered consistently at all time?
Our findings will be confidential for your eyes only
Increased customer retention
- Proactively measure your teams performance
- Improved communications with customers
- Reductions in customer complaints and contract attrition
- Shortening the learning curve and reducing the time it takes to develop your business processes
- Giving you the confidence to recognise and build on what is right
- Guidance on where and how to improve any weaknesses
- Build a repeatable model that you can re-sell to other smaller break-fix companies
- Re-sell contact centres to your customer base