Are you running the most cost effective Service Desk?
It’s a well proven fact that “Best in Class” service desks are less costly to run. HDI, an international organization specializing in help desks, service desks, and support centers has studied well run desks in great detail. They have collated their findings to present the requirements on how to deliver the best service.
By comparing your operation to the standards collected from the best desks in the industry, you can meet the two most important objectives of your desk: to deliver Great Service at a Reduced Cost.
Our expertise and consulting focuses on the following key areas:
Support Centre Start-Up
Get up and running, faster and more efficiently! It is so much easier to do it right the first time than to live with an ineffective help desk or go through the trauma of repairing a dysfunctional desk. When building a new desk, a wonderful opportunity exists to make it a “best in class” operation that performs better and costs less. “Begin with the end in mind”
But what are the critical components to be considered?
HDI has studied desks around the world and along input from practitioners has gathered the standards and processes that have been the hallmarks of superior service. By including these components and standards into your help desk from the beginning, you are assured of being on the path to success.
Hiring practices, training, operational statistics, SLAs and OLAs are all included in the standards. Why make all the mistakes everyone else has learned from when you can gain from those of others.
Let RADAR guide you through the planning and implementation of your new operation, with standards, practices and processes garnered from years of experience and through HDI. RADAR has implemented new help desks including ACDs, space, furniture, ergonomics, call processes and training. Call the experts and avoid costly oversights and expensive “learning opportunities”.
Support Centre Assessment/Optimization
Pressure to reduce costs?
Need business manager’s support to gain budget?
Need more of your manpower to implement new projects?
By comparing your operation to the standards collected from the best desks in the industry, you can meet the two most important objectives of your desk: to deliver Great Service at a Reduced Cost.
Support Centre Assessment and Improvement Service is RADAR’s core competency. This service evaluates the operations and delivery of existing desks, call centres and onsite operations, providing clients with a complete report outlining risks and recommendations for operational improvement.
Features:
- Understanding the “as is” state
- Service Delivery process definition
- Staffing Models and utilization of resources
- Individual and Group Performance
- Use of Productivity Tools
- Expansion – Design and Planning
- Outline training requirements
Benefits
- Optimization of service delivery resources
- Process and quality improvement
- Increased customer and staff satisfaction
Support Centre Certification
Beginning on the way to “Best in Class” also puts you on the “Road to Certification”, the ultimate public statement of excellence for a support organization. The formal Support Center Certification Audit is an extensive review of all the people, processes and technology and the adherence to standards as assembled by HDI.
Even if you choose not to go for the full formal certification, you will still reap the rewards by taking steps along this path. Either way, you are well advised to start “Optimizing” your desk immediately. When an internal audit is a success, the desk is ready for Certification. Whether the last step to Certification is taken or not, your desk will now be a superior operation delivering excellent customer service at the lowest cost.
Call the experts at RADAR Solutions Group Inc. and start down the road to an optimal Service Desk operation and rave reviews from your customers and sponsors.