Help desk support teams are changing more than ever before thanks to the advancement of technology and needs of organizations to streamline their operations. Many organizations are hiring outsourced help desk support teams to save time, money, and improve processes. But do you and your organization know what to look for in a good help desk support team? Failure to properly select the right help desk support team can be the difference between success and failure of your organization. If you want to hire a great help desk support team in 2019, here are 5 characteristics you need to look for.
- 1. Quality of Service
Hiring a great help desk support team should result in better quality service to your clients. Good outsourcing teams have access to technological advancements that ensure quality and a process to measure their agents’ service quality. However, it's important to remember that if you hire a team without experience in the field and a proven reputation, you will get no value for your money.
2. Good Reputation
All organizations want to have a good reputation, and for the clients you support, the help desk is often the face of IT and the organization. This means taking your reputation into account when hiring a help desk support team. Is the help desk support team as reputable as your organization? If yes, there will be no disconnect or backlash from your clients. Remember, having to rebuild a tarnished reputation will be more costly than outsourcing.
3. Help Desk Expertise
A great help desk support team should come with a lot of help desk knowledge and expertise. In an increasingly competitive business world, hiring the wrong team could mean missing out on key trends and opportunities that could help advance your organization. You'll want a team that focuses on continuous improvement and finding ways to shift more resolutions to the help desk, which will result in faster resolutions and happier clients. Look for a team that is agile, able to adapt rapidly, and able to work closely with you, because their experience can be highly advantageous both in the short and long term.
4. Effective Communication
When seeking support, one of the most frustrating things for an employee or customer is lack of communication. When communication is lacking or limited, it impacts quality and results in unnecessarily long wait times for your employees or clients. With that being said, cultural differences and time zone barriers should not be overlooked. It's important to find a great help desk support team that has a reputation of communicating clearly with the people they support as well as other support teams. It’s also important that they can help with any foreign language requirements and can communicate with and support your employees and clients around the globe. Continuous communication is always at the heart of success, which is why you should hire a help desk support team that you can easily communicate with.
5. Cost Effectiveness
The reason for outsourcing, other than to improve processes and efficiencies, is to also improve the bottom line. However, if the help desk support team you hire handles processes incorrectly, the whole idea of cost saving can be lost. Usually, most organizations outsource their help desk support to free up resources that can be used on more strategic areas of the organization. It's important to ensure you find a great help desk support team that is not only affordable, but can also find ways to make your processes as cost effective as possible.
Having a great help desk support team in place can help your team deliver value, and establish your team as an important and strategic player within your organization. If you put in the effort to do your homework and consider the above 5 characteristics during the hiring process, you can ensure that you’re hiring the best help desk support team for your organization.
Are you looking to hire a help desk support team in 2019 to help improve the processes and efficiencies in your organization? Simply click here to speak to our team of help desk experts.