Improving Service Centre Performance

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[object Object],[object Object],[object Object],[object Object],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. ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],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.

Two Options for End User Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Resolving technical problems by telephone is time-consuming and expensive.

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Shifts customer interfaces to lower cost mediums and empowers the Customer.

versa SRS HelpDesk Knowledge Base ….

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

Table 1: Self Service (“Level-0”) Cost Savings Driver Metrics Est. Savings Baseline Self- Service Portal Usage ,[object Object],[object Object],[object Object],[object Object],$60,000 Annually Reduced Calls Because of User Self-Service ,[object Object],[object Object],[object Object],$32,000 Annually

Table 2: Support Centre Service Improvement Driver Metrics Est. Savings Call Resolution Speed Improvement ,[object Object],[object Object],[object Object],[object Object],$30,000 Annually Reduction in Escalated Calls ,[object Object],[object Object],$34,000 Annually

Build it or buy it? Deciding how to automate your Help Desk ,[object Object],[object Object],[object Object],[object Object]

versa SRS 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…

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Improving Service Centre Performance

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