The help desks are also known as support centers, customer service centers and contact centers. The help desks are set up in a company to solve the specific problems of the customer. The concept of service desk came from ITIL. It changed the perspective of the help desk that was dedicated to break-fix issues. The service desk delivers services to end users, and also it provides all the traditional help desk activities.
The steps involved in moving a help desk from a cost centered one to a profit center are:
- Achieving the highest level of customer satisfaction at the lowest possible cost.
- Aligning with C-level management values.
- Understanding the value of customer satisfaction
- Increasing the retention to employees and customers.
- Increasing Agent productivity.
- Decreasing operational cost
- Operating smoothly in diverse environments
- Ensuring security of the customer data.
The customer satisfaction being the primary goal of any business it also serves as one of the goals to be achieved to convert the help desk into a profitable one. The timely intake of the problems faced by the customer and the solution that is given to the customer to solve their problems the earliest will make a customer keep engaged with the help desk when encountering another problem. By getting the repeated feedback from the customer we can track the satisfaction of he customer. This will also help to understand the satisfaction of the customer. The feedback from the customer will also help to access the employees in the help desk. The confusion of birin
Every customer or client will have a fear in his/her mind regarding the security of the data that they dare with the help desk. Once their security is assured then they will start to have a free mind in contacting the help desk.
When both are achieved it makes the customer as well as the employees to be the brand ambassadors of the service. They will start sharing their experiences as they have to guide their friends or neighborhoods or relatives. This automatically expands the business with minimum investment. Hence it is a way to bring new customers for the business.
One of the important factor in turning it into a profit center is the proper training for the employees to deal with the customers and other clients. They should be equipped with all the information so as to win the hearts of the people they deal. They should be given full support by the management eventually understanding their traits and solutions to overcome them.
We, eStomi are the consultants for ITSM and BSM. We provide cost efficient ITSM and BSM services that are high professional. Thus providing a value added services to our consumers is our primary goal. We can assist you to turn your service desk from cost centers into profit centers. If you have any queries feel free to connect with us through mail Connect@eStomi.net or LinkedIn. The customers can call to +9197409 22224 to solve the problems.
