Help Desk Software IT

Posts Tagged ‘Increase’

Over the past many years Help desk outsourcing has become quite popular. It helps the business to reduce their expenses to a large extent and it also enhances the customer support process. It solely depends upon the outlook of the business towards outsourcing their customer support segment to an outsourcing company. Needless to say, there are many advantages and disadvantages related to help desk outsourcing, still there is an increasing acceptance and demand of help desk outsourcing. In this growing business environment every company is in look out for cost cutting but at the same time it’s important that it adds value to the company’s reputation and hence customer satisfaction. As they say “Customer is a king” Help Desk Outsourcing is widely adopted as it delivers improved customer service all through the clock, it’s cost effective, customers can gain access to well qualified and experienced technicians who are there to help 24/7, it’s the best way to organize your central business operations to be handled by Help desk outsourcing so that the company can focus on its core business. Moreover, it also helps in the maintenance of data in a systematic way and strengths the whole operations of customer support operations. Any query related to the technical or software aspect of operations is resolved by experienced professionals. No matter in which part of the world the user is residing, easy access and rapid response from the customer care department is always available 24/7. Help desk outsourcing is an idle choice for small businesses, because the number of employees are limited and enough funds are not available for investing in a business unit which is totally dedicated for customer support. With the growing number of outsourcing companies, there grows the competition , as a result the cost of outsourcing your customer support comes down. Once the company has made a decision of outsourcing the help desk support, the next step would be to select the outsourcing company that follows the strict guidelines of your service agreement. The contract should be flexible because the needs and demands of business is continuously changing. Firstly, the company needs to decide what exactly needs to be outsourced. Once you decide on the project requirements it should be clearly mentioned as a main objective of help desk outsourcing firm. It’s an utmost important factor as it gives a clarity of vision to the outsourcing firm. The next essential point is the quality of services. There should be a defined parameter or standards. For example:- how much waiting time is there before the customer get connected to the help desk support. The security aspect of the data should be considered on high priority. Do check the track record of the outsourcing company, moreover a non disclosure agreement should be signed. And if any of the laws are broken then the service provider is punishable according to the strict guidelines of the law. The time period of the project needs to be fixed, and also if required you can state that for some period the quality of work will be monitored, based on the standard of performance the contract will be extended.

The problems IT Help Desk customers often encounter

If your company or organization has an in-house or outsourced IT Help Desk, chances are that some of your Help Desk customers are dissatisfied with the service they are receiving. Some of the many possible causes of dissatisfaction with IT Help Desks include:

1. Long wait times when calling the Help Desk or after submitting a service request by e-mail or using a Help Desk Web portal or ticket system

2. CSRs that do not understand their customers’ problems

3. Rude CSRs

4. Closing IT incident tickets before the problem is resolved

5. Lack of follow-up by IT Help Desk CSRs

6. IT customers (IT users) having to deal with recurring problems for which the cause never gets addressed and/or eliminated

7. IT Help Desk CSRs that are not adequately trained and that lack knowledge required to solve problems

8. IT customers having to explain their question or problem to multiple CSRs and IT technicians

9. IT customers having to wait a long time for Help Desk problem resolution, hardware repairs, software installation, and other IT support provided at their desk or by phone/e-mail

10. IT Help Desks not being staffed when customers need support (nights, weekends)

11. IT Help Desks having CSRs with difficulty communicating with IT customers in English (e.g. IT Help Desks often outsourced in other countries)

Assessing IT Customer Satisfaction and IT Performance

The best way to assess IT Help Desk customer satisfaction and IT Help Desk performance is to conduct an IT customer satisfaction survey. An IT customer survey gathers IT customer / IT user perceptions, experiences and suggestions about IT Help Desk performance, along with the performance of other IT services. The collective information and insight provided by IT customers provides IT Help Desk and other IT managers with the ammunition they need to make changes to increase service levels and customer satisfaction.

In a well designed IT survey, IT customers indicate their satisfaction level with the in-house or outsourced IT Help Desk and with the other IT support services including Desk Side Support, Application Support, Network Support and any other IT services. IT customers also include comments and suggestions related to the specific issues included in the survey questions.

The IT survey should include questions about IT CSR knowledge, problem handling and resolution effectiveness, CSR courtesy and professionalism, timeliness in actually contacting the Help Desk, timeliness in getting problems resolved, ability of Help Desk CSRs to understand the customer’s problem, follow-up by CSRs and other pertinent questions.

To achieve the best results, IT survey responses should be anonymous. IT customers are more likely to respond to IT surveys and to provide honest feedback when they know their responses are anonymous, eliminating any chance of retribution from IT staff if negative ratings and comments are given.

Most organizations that conduct IT Help Desk surveys conduct the surveys annually or semi-annually, using the same questions in every survey. Some organizations do a great job of taking action based on the survey results, while other organizations take minimal action. When we conduct IT Help Desk surveys for our customer companies and other types of organizations, we provide them with trend reports that track progress in addressing problem areas and opportunities needing improvement. Help Desk managers receive survey data that identifies areas of strength and weakness, where improvements have been made since previous surveys, and where Help Desk customer satisfaction levels have decreased.

Most IT Help Desk customers respond to surveys with the expectation that their feedback will be taken into consideration and acted upon. When IT Help Desk managers take action on survey results and Help Desk performance and service levels are visibly improved, IT customers are more likely to respond to future surveys.

Following are some important issues to consider when designing and conducting IT Help Desk surveys:

1. Asking the right questions and knowing how to effectively word the questions.

2. Making the survey responses anonymous. IT Help Desk customers are more likely to respond to an IT survey and to provide honest answers when an outside company conducts the survey and they are comfortable that their responses will be anonymous.

3. Having IT Help Desk customers identify their department, site location and other pertinent demographic information, and generating survey reports for each demographic criterion.

4. Providing the opportunity to include comments and suggestions along with ratings.

5. Promoting participation in the survey.

6. Sharing the survey results with IT Help Desk staff and with IT Help Desk customers.

7. Taking action based on the survey results.

8. Conducting the survey periodically (e.g. annually, semi-annually or quarterly) and tracking progress in IT Help Desk customer satisfaction and service levels, and IT Help Desk performance.

Taking action to increase IT Help Desk Customer satisfaction and IT Help Desk performance

Some of the actions that CTOs, CIOs, IT Help Desk managers and other IT managers can take to increase Help Desk service levels and customer satisfaction include:

1. Providing training and mentoring for IT Help Desk CSRs in how to handle customer calls, problem handling and resolution, acting professionally, technology knowledge, IT customer follow-up and other pertinent issues.

2. Identifying and managing IT Help Desk customer expectations for service.

3. Establishing and communicating SLAs (service level agreements or standards) to Help Desk CSRs and IT Help Desk customers.

4. Ensuring that Help Desk CSR hiring practices are effective in hiring the right people to staff the IT Help Desk.

5. Staffing and scheduling the Help Desk to provide consistently high levels of customer service based on IT customer demand for service.

6. Identifying and eliminating recurring technology problems.

7. Streamlining the IT environment.

8. Providing effective IT Desk Side and Application support.

9. Having an effective IT Help Desk ticket tracking system, managing ticket ageing to keep the backlog minimal, and ensuring that tickets are not closed prematurely, before problems are resolved completely and effectively.

10. Sharing the survey results with IT Help Desk staff and other IT employees, enabling them to understand how IT customers perceive the effectiveness of IT Help Desk and other IT functions.

11. Creating an action plan to address the issues and opportunities identified by the IT survey and tracking implementation of actions/changes made to increase IT customer satisfaction and service levels.

Benefits of IT Help Desk Surveys

Conducting IT Help Desk and other IT customer satisfaction surveys / IT user satisfaction surveys is well worth the effort. When designed and executed well, with effective analysis of the survey data and timely action taken on opportunities, IT survey benefits include:

1. Significant increases in IT Help Desk customer satisfaction

2. Significant increases in IT Help Desk service levels

3. Improvements in performance of the IT Help Desk and other IT functions

4. Possible reductions in the cost of delivering Help Desk and other IT services as they become more efficient and recurring problems are significantly reduced or eliminated

5. Increased service levels for your company’s/organization’s external customers as employees are able to perform their job more effectively as a result of improved IT Help Desk performance

6. Reduced pressure on CTOs, CIOs, IT Help Desk and other IT managers as IT customer satisfaction increases



Survey information and tips are presented at  http://www.Quantisoft.com

Info. about IT Help Desk Surveys and other IT Customer Satisfaction Surveys http://www.quantisoft.com/Industries/IT.htm

 

 

Increasing efficiency within a business is something that all business owners are looking to do. When a business runs efficiently profits are increased and wastage is decreased creating a healthy bottom line for the business. Anyone who manages or owns a small business will know that there are many different tools on the market that claim to help businesses like then raise efficiency, but few will deliver what they promise. Small business management software on the other hand actually can help a small business to dramatically increase efficiency. So how is this possible?Small business management software is different to many of the other software applications that are on the market. Many of these will focus on a specific area as a business and help to increase efficiency within that area. While this can be very productive, it does not tackle the core of the problem -raising productivity throughout the entire business. So how can small business management software help you increase efficiency within your business?To start with small business management software is one stand alone software application that can be easily integrated into any small business. Through the software business owners, managers and employees can perform all of their regular daily tasks and more besides. Small business management software can help anyone to perform the following tasks:• Creating customer contacts which can be updated in real-time to ensure that all information held about a particular customer is always up-to-date. Documents can also be attached to customers files so that anyone who speaks to a customer has all the relevant information at their fingertips.• Quotes and invoices can also be created and attached to a customer contact which means valuable documents never go missing.• Sales leads can be followed with ease by simply contacting customers who have requested a quote previously.• Projects can also be created and tracked through their various stages using small business management software.• Employees can fill in their timesheets via the application and these can then be accessed by owners and managers when calculating wages.• Employees can also fill in their calendars through the application so that all holidays, sick leave and other types of leave can be tracked quickly and easily.Obviously the different users of small business management software will have their own level of access to the various features within the application. Setting access in this way means that only the relevant people have access to sensitive or confidential information.This means that when everyone within a small business is using small business management software efficiency will be increased as a great deal of time is saved through only using one application. Add to this the fact that small business management software is a web based and it is clear to see how efficient they can be quickly improved.However the only way that a business owner will be truly able to see how drastically efficiency can be raised within their business is to implement small business management software.

Since last few years, a variety of computer softwares has been introduced for the betterment of the organization working and providing them the complete range of services according to their requirements. To have the high speed and access to the internet through wireless connection, the hotspot software was introduced that is being used nowadays by almost every organization. This software works with the wireless router or the Wi-Fi card. This software helps an individual or a business in a number of ways which are following: • Can create their own wireless community at low cost with forums and bulletin board. • Helps to share the broadband services with different computers. • Also controls the bandwidth share among many computers. • Connect and interlink you to the running wi-fi connections. • It organizes, secures and manages your business. • Protect your computers from the threats and the viruses from different networks. • Customers are able to clear their credit card payment through the usage of this software. • Control downloads of the connected computers to have control of the billing. • Provide you quick services in a short period of time. • The part of this software known as hotspot billing helps to manage the accounts and bills that have to be cleared or are already cleared. • It also provides you the different skins that may suit your business and you can change accordingly. • Manage the detailed reports of each user. • Offers the users different pricing schemes that may include bulk pricing, hour pricing, pre-paid pricing, post-paid pricing and many others. • Helps you to play the video games at the gaming zones. • It increases the customer confidence and provides them the friendly services. • It has a simple interface. • Those users can also use this that doesn’t have much know how about it. • It is the influential, controlling and reliable software. • Suitable for the large organizations such as hotels, restaurants, universities, airports and many others. • Helps to attract more customers and earn additional income. • Supports almost all types of business models. • You can drive more customers by advertising free. Thus, hotspot software is the software whose demand is increasing very hastily.  As the wireless use of internet is increasing day by day, the use of such softwares that minimize their cost is also increasing. Each individual have their own laptops and palm tops they carry from place to place and access the internet anywhere they are available. It is really easy to setup this hotspot software and configure it. It shares all the broadband services and manages the control of the internet quality and bandwidth provided to a variety of users. It can also limit the access to the user whom you want to. Overall it improves all the services provided for the user. Any of the business can minimize its cost and maximize its profit in a professional and competent way.

Since last few years, a variety of computer softwares has been introduced for the betterment of the organization working and providing them the complete range of services according to their requirements.

To have the high speed and access to the internet through wireless connection, the hotspot software was introduced that is being used nowadays by almost every organization. This software works with the wireless router or the Wi-Fi card.

This software helps an individual or a business in a number of ways which are following:

• Can create their own wireless community at low cost with forums and bulletin board.

• Helps to share the broadband services with different computers.

• Also controls the bandwidth share among many computers.

• Connect and interlink you to the running wi-fi connections.

• It organizes, secures and manages your business.

• Protect your computers from the threats and the viruses from different networks.

• Customers are able to clear their credit card payment through the usage of this software.

• Control downloads of the connected computers to have control of the billing.

• Provide you quick services in a short period of time.

• The part of this software known as hotspot billing helps to manage the accounts and bills that have to be cleared or are already cleared.

• It also provides you the different skins that may suit your business and you can change accordingly.

• Manage the detailed reports of each user.

• Offers the users different pricing schemes that may include bulk pricing, hour pricing, pre-paid pricing, post-paid pricing and many others.

• Helps you to play the video games at the gaming zones.

• It increases the customer confidence and provides them the friendly services.

• It has a simple interface.

• Those users can also use this that doesn’t have much know how about it.

• It is the influential, controlling and reliable software.

• Suitable for the large organizations such as hotels, restaurants, universities, airports and many others.

• Helps to attract more customers and earn additional income.

• Supports almost all types of business models.

• You can drive more customers by advertising free.

Thus, hotspot software is the software whose demand is increasing very hastily.  As the wireless use of internet is increasing day by day, the use of such softwares that minimize their cost is also increasing. Each individual have their own laptops and palm tops they carry from place to place and access the internet anywhere they are available. It is really easy to setup this hotspot software and configure it. It shares all the broadband services and manages the control of the internet quality and bandwidth provided to a variety of users. It can also limit the access to the user whom you want to. Overall it improves all the services provided for the user. Any of the business can minimize its cost and maximize its profit in a professional and competent way.