The new technologies have made it possible to improve call centres for private and public companies, consequently providing an effective service to customers. However, many businesses continue to underestimate call centres which, if they are malfunctioning and ineffective, determine a negative return in terms of image for the company itself.
What happens if a call centre is equipped with few operators and inadequate, obsolete instruments? It fails to cope with the huge flow of phone calls and customers are forced to wait from 2 to 15 minutes. This wait leads to a situation of stress for the customer, who by the time they can finally speak with an operator is already rather angry. The telephone operator, in turn, who is not at all at fault and who has perhaps just finished speaking with another customer irritated by the wait, has to face the anger and disappointment of the new user.
In this situation your operators work under a not insignificant condition of stress, so they fail to be lucid. Customers, instead, do not look favourably on your company, unable to offer an adequate and professional service.
The solution? We at We Are Fiber have it and it is called first- and second-level Help Desk, adaptable based on the different requirements and needs. Do you want to know more about the first- and second-level Help Desk services we propose? Contact us and we will find the ideal solution for you.
First- and second-level Help Desk, what does it mean?
When customers contact your call centre they need support, but the issues can be very different. It is precisely for this reason that people speak of first- and second-level Help Desk.
If the problem is simple and standardised, the operator provides sufficient information and is able to solve it in a short time. The customer therefore obtains the resolution of their issue, while the operator optimises the time available and is free to answer any other phone calls. If instead the matter is more complex than expected, the operator takes charge of the caller’s request and transfers it directly to the competent office that has more in-depth knowledge. The internal staff assess the request, consult the necessary material, take notes and call the customers back based on the importance and urgency of the intervention required. In that case it is a matter of first-level Help Desk.
That condition in which operators explore in real time the nature of the problem and try to solve it directly on the line is configured as second-level support. If the matter requires a more in-depth analysis, since it is difficult to identify the critical issue, a so-called ticket is opened. In that case the problem is transferred to technical staff with greater skills who, subsequently, will contact the customer to inform them of the resolution of the critical issue.
What are the advantages of first- and second-level Help Desk?
Customer satisfaction today is a fundamental requirement to analyse for companies, since it means building customer loyalty and strengthening the brand identity. First of all there is a considerable saving of time, money and energy, since the first-level Help Desk carries out an initial screening of the phone calls. Some really take very few minutes and make it possible to solve the problem in a short time. The final benefits are:
- a satisfied customer;
- the resolution of the problem, which therefore improves the image of your company and speeds up the sales and production processes;
- a greater number of operators available who are lucid and brilliant.
Sometimes the resolution of problems requires the intervention of specialised staff and this is where second-level Help Desk comes into play. The customer is pleasantly surprised by the great technical preparation and “problem solving” ability of your company, so you can bring the customer loyalty process to completion.
How to assess the quality of the service?
First- and second-level Help Desk should be sufficient to solve the issues presented by your customers quickly and effectively. But to be sure of their satisfaction, you have to use dedicated tools to monitor and assess the quality of the service.
To receive feedback from customers it is possible to call them directly or to use digitised services. In this way you can understand whether there are gaps in your customer support service, so as to select the most appropriate strategies to improve them. In the same way you manage to better understand your customers’ needs and requirements, offering a support service created “ad hoc” for them.
We Are Fiber is able to offer a first- and second-level Help Desk service active 24 hours a day, 7 days a week for every need. We never sleep in order to always be by your side and guarantee your customers the utmost satisfaction.
Do you want to know more?
We will be glad to give you all the necessary explanations, helping you find the winning strategy for your business.
