Help desks are great resources for businesses and consumers, but it can be tough to operate one correctly. The vital technological resources that a help desk provides are often the only thing standing between a successful business and a failing business. This is why the businesses are so important, and why many get into the business. While it can be tough to operate, it can be rewarding. You just need to know what to do to help your help desk run smoothly.
First off, hire the right people. The wrong staff can doom any business, and the right staff can help any business flourish. By having the right staff for your help desk business, you can make sure that your customers are taken care of. Education is important, but so are customer relations. You can be the smartest guy in the room, but if you cannot communicate well, you’re not going to be a good help desk agent. Likewise, be sure to offer up the necessary training for all of your staff, whether they are highly educated or not. Every help desk has its own way of operating, and you need to be sure that everyone is on the same page.
Secondly, you need to know the key info. You need to document where you started, what you have done, and what is coming up. Key performance indicators, or KPI, can help you establish a baseline for your business, as well as define goals later one. Also, it is a good idea to track call and hold time, as long holds and waits can cost you business.
Lastly, be sure to keep your clients informed with what is going on. From wait times to scans to suggestions, be sure to keep track of everything, just so that you have a record. Without a record, you are lost if a customer calls back needing additional assistance. Another good rule of thumb is to make sure that you are backed up by a good help desk merchant account, like the one offered by EMB. Failing to do so can cost you, if a financial issue arises.