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Improving the performance of your Service Centre

Improving the performance of your Service Centre. www.versadev.com. Improving Help Desk Performance with the Knowledge-Enabled Service Centre. The inefficient service centre: Long call wait times Slow problem resolution The ‘Dead Cat’ flick pass

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Improving the performance of your Service Centre

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  1. Improving the performance of your Service Centre www.versadev.com

  2. Improving Help Desk Performance with the Knowledge-Enabled Service Centre • The inefficient service centre: • Long call wait times • Slow problem resolution • The ‘Dead Cat’ flick pass • Loss of productivity from unresolved technical issues • Frustrated staff on both ends of the line • High cost

  3. Improving Help Desk Performance with the Knowledge-Enabled Service Centre • The model of efficiency • Fixed On First Contact (FOFC) • No waiting • Fast and effective • Automated processes & remote management tools • Sharing the knowledge • Self service tools

  4. The world of IT support: • Challenging • Frequently frustrating • And sometimes, seemingly impossible. • The Service Centre’s mission • to deliver high-quality • cost-efficient, and • timely problem resolution New Platforms + Systems = New Skill Sets + Increased Call Volumes Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management.

  5. Service Centre Support & Efficiency  Level One Call Resolution Rate (FOFC) • Fast first-call problem resolution  • Happier users, • Lower-cost support, and • Achieving SLAs Give service centre staff the tools and knowledge to resolve problems at the first point of contact. A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.

  6. Two Options for End User Support • Staffed Support Centre • Technical professionals who are available by phone or by email • Real-time collaboration tools • One-to-one relationship between a support analyst and each problem presented • Call centre model • Inbound requests (tickets) are received from users • Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3. • The Service Centre usually: • Captures the end-user and problem information into a ticketing system • System then tracks all resolution efforts and centrally manages the information. Resolving technical problems by telephone is time-consuming and expensive.

  7. Self-Service Portal • Tools allow users to troubleshoot, diagnose, and fix own technology problems. • Logging of own service request tickets • Checking status of existing tickets • Search Knowledge Base / FAQ • 24 x 7 availability • Self-support systems typically work by using one of several models to find answers: • •Questions and answers to navigate to a solution • • A decision tree to find information about particular topics • • A searchable Knowledge Base Shifts customer interfaces to lower cost mediums and empowers the Customer.

  8. versaSRS HelpDesk Knowledge Base ….

  9. Client Access Tool …

  10. The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.

  11. Table 1: Self Service (“Level-0”) Cost Savings

  12. Table 2: Support Centre Service Improvement

  13. Build it or buy it? Deciding how to automate your Help Desk • When considering a Service Request System: • Developing Help Desk software in-house canwork, you get exactly (?) what you want and can change it easily. • If you have a choice, do your homework, find the best software company you can, and purchase what you need. • Even better – buy from a vendor who is willing to tailor the system to your unique set of needs.

  14. What Do You Get With A Purchased Product? • The short answer is ... a lot. • Patches, updates and new features regularly released • Documentation • Purchase as modules – pay only for what you need • Not just Help Desk – Assets, CRM, Client Access • Support • Can other areas of my organisation use it? (HR, Accounting, Records etc)

  15. versaSRS HelpDesk

  16. Summary • Fix on First Contact Key to Success • Tools to do that • Knowledge Base • Client Access Tools • Email Enabled Request System • Integrated CRM • Asset Management

  17. versaSRS Help Desk – as used by: BHP Billiton – Worldwide University of Salzburg - AUSTRIA Endevco Aerospace & Military - USA Nixon Technology Co. Ltd. – Hong Kong Elephant Services Group – UK Ross Industries, Inc - USA IVR Technologies - USA Applaud IT – AUS NewSpec - AUS GFi Asia Pacific + many more…

  18. For more information regarding versaSRS Help Desk • Contact your local versaSRS HelpDesk representative • or • Visit our website at: www.versadev.com • Download fully functional demo software • Apply for an online software demonstration • Download brochures, case studies & other resources • Contact us on: +61 8 8463 1914 • or sales@versadev.com

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