Help Desk and WebAssist
Many companies now provide their customers web-enabled access their services, so the range of activities that can be handled on websites often ranges far beyond a simple business card, product brochure or self-service ordering.
Under a WebAssist Service we can offer contact centre support for your web-based systems.
For example, we can:
- Lookup cheat sheets on our systems, or access information on your website or server to guide callers through a process;
- Log an enquiry, survey, data, order or process following set steps and prompting your callers for answers;
- Respond to routine website enquiries with an email and links or files with further information, support Live Chat, or even generate standard quotations;
- Develop custom database applications to handle complete job allocation systems, booking and ticketing systems, and to capture data fields that can be sorted, analysed or imported into your systems for additional processing.
Outsourcing to our contact centre staff can be cheaper than employing your own staff, particularly for after hours when volumes may be low, and when you factor in the overheads of leave, provision of facilities, and the supervision cost and inherent risks in meeting compliance with myriad government regulations.
Where you employ more skilled and expensive staff, it makes sense to stream the work and outsource the simpler tasks wherever you can.
Alternatively, we can help you handle the peak loads with overflow support so that you can staff for the average call volumes, and not just for your busiest times. Outsourcing gives you the flexibility to vary your workforce with demand.
Under a WebAssist Service, we can train contact centre operators to handle general tasks and processes for your service. In contrast, Help Desk support deploys dedicated staff, trained in your systems, and possibly even holding specific qualifications.
We can recruit and manage your dedicated or specialist staff, or host the systems that enable your own specialists to work remotely on demand. For more information about how this could work, please see our Custom and Hosted Solutions.
Making it Work
The first thing to understand is the difference between training your own individual staff in an intricate system, and outsourcing to a contact centre.
Your staff will have greater depth of knowledge of your operations and more opportunity to develop experience handling your calls. To effectively outsource work in a contact centre setting, your processes need to be clear and easy to follow. The screens need to navigate well and, ideally, our operators will have a view limited to the information that they need to handle the call or email at hand.
Typically, levels of expertise and service are clearly defined. Our operators may be trained to handle level 1 or 2 enquiries and follow procedures to escalate level 3 enquiries to your specialists.
Where we are required to log into your web-based multi-user CRM, our operations staff will need to assess your system for ease of use and the cost of training the pool of operators that would be handling your service. We also need to consider whether we can achieve sufficient call volumes to enable these operators to develop speed and proficiency in your system.
Primarily, we are looking for productivity dividends and ways to add value to your service. It may be that we need to add suitable cheat sheets to our system, and you may need to provide a more limited view of your system to speed and simplify the call handling.
Where the system is more complicated, it may be better to restrict the handling to a smaller group or employ dedicated operators to handle your service. These and even hosted solutions are available. Each client's needs are considered on a case by case basis.
Job Allocation Systems
In some cases there are substantial benefits in going beyond simply taking a message to ticket a job to be done. Not only can it save double handling by our operators and your staff, the next step can be taken immediately, 24x7.
Some ways that we can support your job allocation service include:
- Logging jobs for central allocation by your staff;
- Level 1 triage then directing jobs to individual sales, service or field staff on call;
- Coordinating people in the field and tracking the job to completion from our contact centres.
Custom database applications that integrate into our Customer Management Application can be particularly efficient because we consult with you to streamline the call handling to deliver the results that you require.
For example –
Roadside patrol support requires the collection of job information (who, what, where), and escalation to the appropriate patrol units. The job is 'open' until the completion details are called back in, or logged direct into our system by your technicians in the field.
At this point the job is 'closed' and our operators no longer have to track the job. You can view your live jobs on our system, export your set of completed jobs later, or import data direct into your CRM for billing or analysis.
Applications can be developed for a range of industries or situations. We would be pleased to discuss your requirements and suggest workable solutions.
Back Office Outbound services are also available for all our clients, irrespective of their general service level, or which contact centre handles their inbound calls.
At our Customer Service Centre in Manila we can support Live Chat or generate quotations and email responses to routine website enquiries. We can also undertake ongoing customer service or debtor follow up calls to your existing customers, or project work such as market research or database cleansing.
Supplementary services like these for your WebAssist Service at Well Done can effectively give you much of the flexibility of having your own PA, depending on how you structure the work. For example, in the fashion industry, you could have your own distributor selling in your initial range, but we could handle the wholesale reorders, referring to your latest reports on remaining stocks that are still available in different styles, colours and sizes.