|
|
|
If the customer needs help or wants to report problems with voice and data connections, the help desk is just the right choice. |
|
The Procedure |
Help Desk works with a mission to provide a single point of access to information services and support. It strives to continuously improve the services by educating the staff, measuring performance and monitoring customer satisfaction. |
|
The 24/7 call centre help desks are committed to: |
|
Providing professional, competent and timely service in logging customer service requests |
|
Resolving requests or referring them to the correct support areas. |
|
|
Providing scalable and customized solutions, the help desk professionals make sure that the callers queries are resolved. All calls are logged into a computerized tracking system to ensure that the referred questions or service requests are dispatched to the appropriate resources and are taken care of in a timely fashion. For providing help desk support to the callers, inbound call centres improve the staff's efficiency by handling first level help desk calls. |
|
If the staff is unable to immediately provide the information required by the caller- |
|
It researches the question and gets back to the caller, or |
|
Transfers the call to an individual or office that can respond knowledgeably to the particular query. |
|
|
