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 center 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 centers 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.
