Organizational growth, while coveted, can cause a painful ripple effect across the company, especially in smaller businesses.
As a business expands, customer service demands also grow. To balance growth with continued success, companies are starting to revisit the idea of a third-party help desk for facilities management.
The “help” from a third-party help desk.
The most important part of the help desk is in fact, the help. The “help” is a pivotal aspect of each call, regardless of severity. From a broken keycard, to a leaking roof, or HVAC outage, all calls are important.
In most, if not all situations, the caller is stressed, frustrated, or confused. These callers are relying on the help desk representative to understand their needs, take another’s perspective (i.e., seeing through the caller’s eyes), and empathize with the caller’s situation.
In facilities management, third-party help desk staff must have a thorough knowledge of the application used to place help tickets/work orders. Additionally, the caller should receive an email confirmation shortly after the ticket is placed. This confirmation elicits a sense of relief due to the timely acknowledgement and response.
When it comes to situations where a call to the help desk is required, there is critical emphasis on promptness. The faster the situation is acknowledged and resolved, the better.
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Advantages of a third-party facilities management call center service.
The top advantages of working with a third-party help desk include speaking with qualified specialists who make submitting help desk tickets/work orders quick and easy. Additionally, by investing in a third-party help desk, your business is now supported 24/7, allowing internal employees to focus on other aspects of the business. Having an approach like this in place has a direct impact on your bottom line, as you go from paying multiple in-house, full-time employees, to a cost-per-call model.
When considering a third-party facilities management call center service, the solution should tick these boxes:
- 24/7 support or after-hours support.
- Best practices for receiving, creating, and dispatching service requests.
- Escalation management.
- Custom business process workflow to ensure best practices.
- Automatic generation and delivery of monthly reports.
- Unique phone number dedicated to only support.
- Custom call scripting.
- Multi-language support.
- Staffed in the United States.
With proper implementation and structure, having an asset such as a third-party call center will become an indispensable aspect of your organization.