So Many Calls, So Little Time

Does this scenario sound familiar? You have two dedicated IT service desk representatives available from 7:00 am until 7:00 pm. Yet, they get to their desk in the morning to find their voicemail is full of support calls that occurred after hours.

You know they are doing their best to keep up with the call volume, but there is a backlog of unresolved support calls each day, and you wonder how many calls have been missed.

Customer satisfaction has dropped. You hear complaints because support calls frequently go into voicemail. It sometimes takes your service desk reps more than 24 hours to return those calls—and even more time to close the ticket.

One solution is to hire a couple more support reps, and keep your fingers crossed that you don’t lose anyone to burn-out.

A better solution is to outsource with a company that follows ITIL recommended practices—a set of detailed procedures to align IT services with the needs of your business. The needs analysis phase with an outsource company can take up to three months and includes:

  • Meetings between the outsource company and your internal staff to determine your workflow priorities.
  • Analysis of the most common support ticket issues.
  • Evaluation of documentation and existing knowledge base, if any.
  • Review of the escalation process.
  • Mastering your software and hardware systems.
  • Implementation of new technologies needed, such as new ticket tracking systems.
  • Designing an efficient support desk for your unique business needs.

Usually, you will see immediate results within that time period. Here are some improvements companies frequently see:

  • Support desk expanded to 24/7 coverage.
  • Improved support ticket metrics.
  • Call answer times reduced from several minutes or more, to less than 30 seconds on average.
  • Support ticket backlog up to date.
  • Improved methods to contact support– chat, email, or phone–so your customers can communicate with support the way they prefer.
  • Comprehensive knowledge base developed.
  • Customer satisfaction increased.

The good news is that the results won’t stop with those initial improvements! You will see ongoing results as your outsource partner constantly improves their systems, processes, and application knowledge base. They will continue to review and analyze all escalated support tickets, which can identify system-wide issues.

Once these systemic issues are identified and corrected, you will see a decrease in support tickets stemming from that problem. The knowledge base is updated whenever a gap is discovered. Updating the knowledge base on a regular basis is key to improving response times and accuracy for the support reps.

All of these ongoing improvements increase customer satisfaction, reduce hold times, and allow your support department to hum along like a well-oiled machine.

Isn’t it time you consider hiring an outsource support team?

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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