Occasionally referred to as a "Hybrid Solution", companies are supplementing their internal service desk (not replacing in total) with a strategically selected external partner. Companies from all verticals and markets, who for reasons of cost, turnover and protecting core expertise of their current staff, have chosen this route as an extension of their help desk.
Below are several focus areas where companies have sought these partnerships to extend their service desk capabilities, or to address problem areas:
- Refocus on Core Hours and Redirect Off-hours -
- Adding 24x7 for a fraction of the Cost of Internal Staffing -
An extension of the above is true 24 hour, live agent coverage at 1/4th the cost to staff internally. Unless you are truly a global firm, with a sustainable volume of calls 24 hours a day, it is generally cost prohibitive to staff overnight hours. We on the other hand, have staff available 24 x 7 x 365 who can handle those calls - and not just provide a log and route function - but true resolution to your end users.
- Apply the 80/20 Principle -
Review the areas of highest volume (Password Resets, Connectivity, Browser, MS Office) and route those specific user issues to an outside help desk (or keep them and redirect the balance). This can improve the level of service on both fronts, as you now have two source of help desk resolver teams.
- Route the "Long Talk Time" Calls -
GHDSi is an industry leader in providing help desk services to a vast variety of organizations such as , but not limited to, Health Care, Manufacturing, Distribution, and Retail.
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Global Help Desk Services, inc.