Five Simple Things you can Do to Improve Your Company’s Helpdesk

Presented by:

http://www.spi-global.com/crm/our-services/technical-support

Helpdesk services define how much you value your

clients’ opinions.

The way they respond to their inquiries and complaints show the

lengths your company will go to achieve customer

satisfaction.

Thus, it’s crucial that you look for ways to make your helpdesk better.

Here are five simple things you can start doing.

FOCUS ON STRENGTHS AND MANAGE THE WEAKNESS

1.

Your helpdesk excels at something.

May it be your quick turnaround time or your agents’ technical skills, you need to identify these strengths and make sure that it’s maintained at a

high level.

Sometimes business owners focus on improving the

weakness while neglecting their strengths.

This is why You need to learn how to deal with

your company’s weak areas without compromising what you’re really good at.

SET CLEAR GOALS

2.

Let your team know what your priorities are.

They need to know what they’re aiming for like response times, target

number of closed tickets, and specific call metrics.

Use these goals to motivate them to perform

well.

GIVE BALANCED TRAINING

3.

You need to give equal trainings on the knowledge

and skill spectrum.

Agents with good interpersonal skills can adjust easily to technical

trainings.

On the other hand, those who are technically adept

but have poor people skills may find it difficult to handle irate clients.

You need to give effective trainings that will balance

off these two areas.

EXPAND YOUR SERVICES

4.

A great way to improve your helpdesk is by

offering more services.

If you can accommodate more concerns other than technical ones then that would make your helpdesk the one-stop portal for

everything.

You just need to make sure that right concerns are directed to the right

people.

KEEP OUTSOURCING IN MIND

5.

Sometimes it’s cheaper and more efficient

to outsource helpdesk services.

There are third party providers who are

experienced in this area and they cost cheaper than what you pay for salaries and overhead expense.

Their service is also both competent and efficient, giving you real value for

your money.

Why do you need to improve your company’s

helpdesk?

Your agents need to have the tools and training to be the best at what they

do.

Make sure you review their performance regularly and see how you can support

them.

If you want optimum production, you need to recognize that your

helpdesk needs your help too.

HelpDesk Services

To know more about

http://www.spi-global.com/crm/our-services/technical-support