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Call Centre and Help Desk Services Halvis' consultants have over ten years experience in the implementation, management, and performance-enhancement of help desks and call centres utilizing the ITIL process framework - ranging in size from internal help desks supporting 500 to 2000 end-users, to global call centres supporting 30,000+ end-users. This experience comes not only from consultancy roles and textbook philosophy, but also from practical experience gained by fulfilling a variety of positions on production help desks and call centres. This practical experience allows us to truely identify with the real-life issues your help desk or call centre faces. Halvis offers both consulting and implementation services for your call centre or helpdesk. A successful help desk is based on three key components; people, processes, and the tools and technologies required to support them. These components have to be designed in a manner so as to achieve maximum efficiency when they work in unison. Once these components have been established there needs to be a way to measure the resulting performance. Our consulting services perform a detailed examination of each of these components and provide the necessary recommendations to promote your help desk or call centre to world-class standards.
Your organization can expend an exorbitant amount of resources on process engineering and state-of-the-art tools and technologies for your call centre or help desk. However, if your call centre or help desk staff is ill-equipped to utilize the processes and tools efficiently and effectively then they will be providing a disservice to your customers. Halvis can evaluate the human resources component of your help desk or call centre by analyzing and providing recommendations in each of the following areas:
Halvis can examine all aspects of your support processes, benchmarking them against the ITIL process framework. The resulting recommendations will enable you to provide your clients' services with increased quality and performance.
Halvis can assess, without bias, tools and technologies such as your phone/ACD system, problem management system, and knowledge management system to ensure that they are:
Performance management applies not only to the external obligations you may have with our customers, but also to the internal commitments you have with your agents, between your call centre or help desk and other support groups, with senior management, with your shareholders, and with any other stakeholders. Halvis can assess the processes and tools and technologies in place to ensure that they are providing your organization with accessible information necessary to measure and manage your call centre or help desk's performance. We can also analyze the information output and provide recommendations on how to meet and exceed your internal and external obligations. Specifically, we will analyze the following performance components:
In addition to providing consulting services, Halvis can manage the implementation of your new support infrastructure or the performance-enhancement of your existing support infrastructure. With our implementation services you receive the benefits of our consulting services combined with the expertise and resources required to deploy the resulting recommendations. As with our Remedy® implementation services our end-to-end solution methodology also applies to our call centre and help desk implementation lifecycle. Contact us to find out more about our Help Desk & Call Centre service offerings and how Halvis can assist you in the implementation or enhancement of your help desk or call centre to world-class standards. BIG BUSINESS SOLUTIONS For Small Business Budgets © 2007 Halvis Consulting Inc. All rights reserved. |
It
would be a wonderful world if we could state without any uncertainty that first
impressions bear no meaning. Unfortunately reality proves this theory
otherwise. With this in mind, your call centre or help desk staff is often
directly responsible for the first impression that a customer receives of your
organization. They can significantly impact customer satisfaction
resulting in the potential loss of clientelle.
The
processes adopted by your support organization are the foundation to the
remaining components of your call centre or help desk. These processes
should take into account the services your clients require, the management of
those services, and your support organization's infrastructure with respect to
delivering those services.
The
tools and technologies utilized by your call centre or help desk should be a
direct reflection of your organization's support processes. Optimal
productivity of your clients, agents, and management depends on the tools having
been assessed, implemented, and configured based on your support processes.
Successful
call centres and help desks know they are successful because they have the
processes, and tools and technologies in place to measure performance.
