What are the best practices for reducing service desk costs without compromising quality?

One way is to implement self service options. Encourage users to solve simple issues themselves through self-service options such as knowledge bases, FAQs, and troubleshooting guides. This reduces the number of tickets handled by support agents, thereby lowering costs

Automatizar tarefas repetitivas é a chave para reduzir custos e aumentar a produtividade. Mas quais tarefas automatizar? Priorize: Liberte seus colaboradores para atividades mais estratégicas. Automatize tarefas com padr?es previsíveis, facilitando a implementa??o. Reduza o tempo de resposta e a carga de trabalho manual. O Princípio de Pareto (80/20) pode te ajudar a identificar as tarefas que geram 80% do impacto com 20% do esfor?o. Lembre-se: a automatiza??o ideal depende das necessidades do seu negócio. Analise seus processos e identifique as oportunidades! Com automa??o estratégica, você otimiza recursos, economiza tempo e impulsiona o crescimento do seu negócio!

??Reduzir custos na central de servi?os sem comprometer a qualidade exige foco na eficiência + qualifica??o da equipe. ??Investir em profissionais com habilidades de comunica??o, escuta ativa e capacidade de documentar problemas de forma clara e concisa é fundamental para este processo virar um sucesso. Informa??es incompletas ou imprecisas = a solu??es ineficazes e retrabalho, aumentando os custos. No mais, a automa??o de tarefas repetitivas e o uso de ferramentas de inteligência artificial podem liberar a equipe para focar em problemas mais complexos, otimizando o tempo e os recursos.

Time to resolution is a key metric and largely depends on the knowledge level of your staff. You need an approach that includes both a tactical and strategic component. You can give your staff a tactical advantage by adopting a robust knowledge management solution that allows them to search for similar issues in the past and how other analysts resolved those issues. In addition, ongoing technical training allows your staff to grow and and begin filling in strategic roles around advanced troubleshooting, system design, and crisis management. If you want to grow quality service, grow quality people who can provide it.

Sua central de atendimento turbinada com automa??o! Imagine um diagnóstico completo do seu ambiente de Service Desk, revelando os pontos que sugam o tempo da sua equipe. Agora, visualize esses pontos automatizados, liberando seus agentes para tarefas estratégicas e de maior valor agregado. A automa??o é a chave para: Mais eficiência e efetividade: Diga adeus aos erros manuais e acelere seus processos. Equipe focada: Seus agentes livres para resolver problemas complexos e encantar clientes. Clientes felizes: Respostas rápidas e precisas, a qualquer hora do dia. Dê o primeiro passo hoje mesmo! Um diagnóstico completo é o ponto de partida para uma central de atendimento turbinada pela automa??o.

Raise the pay, to begin with. By going with the lowest possible pay rates, you get workers that do not care about quality in their work, which the introduces more waste into your system, less issues are resolved at tier 0/1, less are properly routed to the correct team that can resolve the issue, etc. And besides causing more work for the wrong people, those that contacted the service desk are stuck not able to perform their job duties and produce at their highest levels. Also, give the service desk personnel a path to higher positions, training, etc. Working at a service desk is usually not an easy position, but if there's a route to a better life, you'll get more effort and more invested workers.

I worked in a service desk role on two occasions: once with quality direct management who employed (hopefully nowadays more and more spreading) empathy, protection of their workers and respect when speaking to them. I was even promised a promotion (that sadly did not happen because bureaucracy). On second occasion, I worked under management that constantly put pressure on workers, and often there was some yelling and humiliation used. Oh and I didn't receive half the training I received in the previous place, nor did I get help when I would get stuck. What do you think, which position did I like better?

In my experience, cutting down costs while maintaining standards is to identify the major issues within your Helpdesk system and apply the standard principles. 1. Have a reviewable process that enables quick response and solution to issues that come to the service desk. 2. Equip your team with a robust Knowledge Base. (This will drive a lot of self-service ) 3. A team with good comprehension and writing skills. 4. Record of past tickets for learning points. 5. Dedicated team players.

One easy way is to increase the channels that you take incidents and requests. Having a customer portal with templates for the most common issues a phone app and chat will reduce costs improve efficiency over traditional on the phone and walkup channels.

Being a service desk for almost 2 years, I feel like I want to do a good job (or I can complete a good job) if - I had proper training for all (or at least 60-70%) systems that company use and training in soft skills, so I know what users are struggling in and know how to deal with hard situations - I got decent pay, so I can focus on improve my skills instead of worrying about how to pay my bill - I am being recognized if I work hard and I will have a future if I work hard for your company