Operating a medium-sized business is a game of checks and balances. This is particularly the case when you decide it is time to look for an IT help desk solution.
On one hand, you are too large to rely on the “one-size-fits-all” solutions often most suitable for small businesses.
On the other, you are too small for an enterprise IT help desk partner to take you on as a client.
This sweet spot you’re in doesn’t feel so sweet.
You fall right in the middle – you have more sophisticated IT needs than the small company you once were, yet are a long way off from being large enough for enterprise-level providers to pay attention to you as a viable client.
You’ll be happy to know there are dedicated IT help desk options out there for your business. While it may be a bit harder to find help with comprehensive IT service desk management support options, once you do, keep these three tips in mind as you start to evaluate their services:
1. You don’t have to DIY
Just because you’ve grown as a company by keeping IT in house, doesn’t mean this is your only option for the future.
Open up to the possibilities of what the right partner company could do for you. One example of a starting place could be taking lower-level support tickets off your in-house team. This frees them up for more advanced and strategic IT work to help your company grow. Even the most enthusiastic help desk employee can lose motivation when stuck answering routine password reset requests day in and day out.
2. You can control your costs via analytics
Partnering with a company to handle your help desk inquiries will not be a fixed cost – in a good way. Look for a company who will include real time analytics with their IT services that can help identify areas of improvement and cost savings.
By offering analytics within the solution, you will be able see much more than just what happened last month. This includes near-real-time details of the support inquiries, such as quantity, by department, region, resolver group and most common request.
You should also be able to monitor the details of the process and see variations and adjust as needed. For example, if there is unusual activity, you can easily identify if it is training related, system related or even simply educating your employees about lower cost contact methods (for example using the chat instead of picking up the phone for a live conversation).
3. Don’t go too big or too small
Some partners who are too small to handle your support needs will do their best to win your business. An account like yours would look great on their customer list. And while it may feel good to be their largest client, the support, the value for your money and analytics you will be missing by not selecting a partner with a more robust offering will not be worth the ‘big fish in a small pond’ status you would have by choosing them. Your business growth is just too important to limit service at this stage.
On the flip side, some of the enterprise providers may be persuaded to offer you support, but there you’ll be on the opposite side of the situation. You’ll not be able to take advantage of all the services, support and cost savings because the solution will not fit your unique needs that companies have when they’re at the 250 – 3000 seat size. If you’re able to convince them to do business with you, you will likely be overpaying for their support.
Freeing your existing IT staff from level one support tickets, gaining insight through analytics and knowing there are IT help desk support options specifically for the unique needs of your business can open up the throttle on profitable growth for your company.
Did we miss anything? Comment below with anything you might be looking for in a SmartDesk solution.
Source: http://compucom.com/blog/what-consider-when-selecting-it-help-desk-solution
Publish Date: September 12, 2017 5:00 AM |
2021 Buyers Guide Inbound Call Handling Services
| 1.) | 3Fiftynine
Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure. |
| 2.) | Agara
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.PH: +1 (512) 333 4634 |
| 3.) | Call Center Studio
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.PH: +1 512-872-7565 |
| 4.) | Connect Assist
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and further afield. We work nationally, but with the care and commitment of a local company. In our opinion, that’s what sets us apart.
Our mission is simple: to create positive human outcomes. Here’s what we do:
• We’re transformational, both in our ability to affect positive change in people’s lives and in viewing change as a way to adapt and improve.
• We’re architects of communication, mixing heart with experience, process with insights, and human with technological.
• We keep things simple, pooling together knowledge and experience to create easy yet fulfilling customer experiences.
• We embrace technology, which enables our clients to thrive and provides us with insights to inspire positive change.
Our values underpin everything we do. We strive to be:
• Human. We’re rich in technological resources, but ultimately people are at the very core of our business.
• Emotionally intelligent. Our experience and insight allows us to adapt to different landscapes, situations and challenges.
• Driven. We’re motivated to consistently improve and innovate, exceed expectations and achieve the best personal outcomes for customers. We’re compelled by seeing the impact we can and do have.
• Methodical. We guide each of our clients through a tailored and methodical pathway, offering effective solutions to deliver their vision.PH: 07973640527 |
| 5.) | Jointly International Inc.
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284 |
| 6.) | MattsenKumar LLC
Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service. |
| 7.) | OpsTel Services
SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance MonitoringPH: 1+480-435-9390 |
| 8.) | Vads
VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service
- Walk In Center
- Service DeskPH: 0217991445 |
| 9.) | Tru29 Outsource Solutions Inc.
Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time. |
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