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Implementing a knowledge base to boost help desk call resolution
14 Mar 2011 |
Posted by admin | 1 Comment.
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First call resolution and resolutions within the help desk are two measurements that will show you how you’re help desk process is successful. If your first call resolution is as low as 50%, you’ll find frustrated users, since one in two don’t get the help they need as quickly as they should. Some of the best help desks have first call resolution that exceeds 85%.
If you find yourself on the low side of first call resolution, you may need an efficient knowledge database (features) for creating, auditing, and using standardized solutions to end user problems. This will not only help boost first call resolution, but will also help reduce the detrimental effects of turn over.
There are several keys to successfully implementing a knowledge base for boosting first call resolution:
- Make sure it’s very easy for your support agents to use. If it takes more time accessing the database than trying to figure out the problem on their own, your agents won’t use it. Having a search engine and browseable categories can help with this tremendously.
- Define a process for expanding the knowledge base. Defining roles for who authors, who approves, who edits, who audits, and who uses the database is crucial. Making these roles part of annual objectives can go a long way to ensure success.
- Create an annual review process. Have an auditor regularly look at solution articles that are used infrequently as well as commonly used articles. Create data fields that track the audit date of the articles so you can ensure that your agents are using good information.
- Gain support from support team members to whom tickets are escalated. Support teams don’t like repeatedly solving the same problem. You can help them to win by having them look at repeated requests and asking them to contribute solution articles for the knowledge base. The more you can get involved, the quicker you’ll see results.
- Assign someone the role of editor to ensure consistency and to create and maintain the knowledgebase classification structure.
Get started now and build Knowledge Base with HelpDeskSAAS, and watch your end users’ perspectives change for the better.
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Comment for Implementing a knowledge base to boost help desk call resolution
Steve Davidson
Using remote support desk software will often have its issues and benefits. The number of issues you end up having is directly related to the quality of the software and the customer support that you are provided from the software company. The beauty of using remote capable software is that you can have well trained individuals responding to the appropriate tickets on demand. At the same time, you also have the ability to access the account remotely which will allow you to take in an overview of what is happening within your own business.
Technology has played a huge role in creating all kinds of different standards for companies. The use of remote support desk software has enhanced one’s ability to check in from far away, which means that even while on vacation your make improvements to your own systematic method of handling the consumer. At the same time, you can get a much more detailed picture of what the staff is capable of handling and what perhaps they are not capable of handling. Many business owners find that not only does business productivity decline when they are not in the office for the day but that customer satisfaction also diminishes.
It’s an interesting concept that we carry over from our childhood straight into business. Just like children who believe a substitute teacher means they have a “day off,” many business owners find that their employees feel very much the same way when they don’t think the owner is readily available. Yet, with technology like remote support desk software, there is a tendency for staff members to actually perform better. Being able to supply customers with true support from anywhere can be very helpful for encouraging your team to be more independent and follow through on support issues. The heightened level of customer service that arises from software such as this is attributed to a lot of things, including reduced workplace stress.
Communication between any business and the customers is necessary. Using communication tools that help to increase customer satisfaction and employee performance is a winning scenario all the way around. For those businesses that need to have creative solutions, this is definitely one that has the potential to help everyone perform better, including the customer. Good communication starts in management and trickles its way down to the consumer.
Remote access can have a tendency to be a bit unreliable if the software company is not able to maintain a high degree of quality service. Reliable remote access is needed for those wishing to pursue the degree of competence which can be developed from such software. Make sure that you discuss issues like down time and their own support services in order to ensure that any potential for unreliable service is well diminished. In order for you to bring your entire support staff under the positive influences that are possible with remote access support desk software you will have to be sure that the services provided are there for you when you need them the most.