Customer Service Software

Help Desk Call Tracking

Help Desk Call Tracking


Help Desk Call Tracking software offers peace of mind because your customers are always kept informed throughout the duration of the call. With Help Desk Call Tracking, the managers can monitor the duration of each call taken by all your company representatives and gain valuable information and statistics. Help Desk Call Tracking allows you see who are the best members of your team, the ones that handle the highest number of calls and find out those that are failing to meet your demands. So with Help Desk Call Tracking, you can keep the perfect customer service team.

But in order to understand the concept of Help Desk Call Tracking, one must start with help desk. Basically, Help Desk is the corner stone through which problems or issues are reported and subsequently managed and coordinated. From a general point of view, it's the backbone of the service function, responsible for bringing resources together to address a problem or other issue. Of course, Help desk users can be external as well as internal, making the function potentially critical in terms of both the organization's smooth running and the quality of support offered to customers. In recent years, there has been a growing trend to outsource either the help desk function individually, or the whole IT operation inclusive of the help desk.

Through the use of Help Desk Call Tracking, helpdesk calls can be logged, allocated and routed to the most appropriate person, depending on a skills matrix, in order to improve support levels and response times. Service levels can be improved as users log their own calls and can check progress without calling the Help desk. The comprehensive reporting facility enables managers to review service levels and where resources are being deployed.

Here are just some of the benefits of Help Desk Call Tracking:

- Different report views (by handler, status, site)

- Full web functionality

- Ability of the users to log their own calls and review status

- Problem resolution costing analysis

- Call routing, logging, reporting and escalation

- Call delegation, assignment and reallocation based on problem type or skills matrix

- Encourages user self help. and develops users IT skills

- The possibility to rout and allocate calls in a more effective way depending on team members skills

- Reduce the volume of calls to the Help desk as users log and review their own calls

- Ensures consistency in response to common user problems

- Improves response times, empower staff, and meet agreed service level agreements through automatic call priority and escalation.

There are numerous classes and seminars on the subhect of help desk call tracking. If you are in the retail sector, you have to train all your employees and promote the ones that have the needed skill to make it.


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