According to an Aug. 12, 2009, Computerworld UK article, six out of 10 CIOs were not able to measure the financial effect outsourcing had on their company. The result has been a whole lot of pointed fingers, canceled contracts and dissatisfied customers.

Stop clinging to the old rules, which said that if you hired an outsourcer with a pretty SLA, things would work themselves out. Try a new tack. Here are six things to look for in an outsourcing outfit:

1. First-level certified consultants: First-call resolution rates are higher, and callers are less likely to be put on hold and bounced around from tier to tier.

Stop clinging to the old rules, which said that if you hired an outsourcer with a pretty SLA, things would work themselves out.

2. After-hours and round-the-clock coverage: If you think keeping a tech or two on the clock to cover after-hours calls suffices, think again. It penalizes employees who work off-hours or in other time zones. An outsourcing company should offer the same level of support at any hour of the day.
3. Advanced-level support: Advanced-level requests should not be treated with any less urgency than basic-level calls. The result will be less worker frustration and downtime.
4. Wide range of supported applications: Mobile devices are becoming essential tools in the workplace. Hiring an outsourcer that supports a range of applications, plus mobile devices like the iPhone and BlackBerry, translates into less downtime and positive overall image of the help desk.
5. Smart training programs: If a help desk focuses solely on break-fix issues, it’s just serving as a Band-aid. By addressing employees’ needs with training, you’re not only fixing the Read more…

Jenny Sweeney ROI BlackBerry, CIO, Computerworld UK, Help Desk, iPhone, Mobile Devices, SLA, software support

As much as IT departments hate to admit it, company employees are their customers. Still, many workers think of their help desk as the “no-help desk.” There’s a disconnect, for sure.

It’s no different with some all-in-one outsourced help desks, at least in general, where callers are often greeted with verbose scripts and seemingly pointless reboots.

“Not many people wake up in the morning and say, ‘Today, I want to make life miserable for our customers.’”

In a post titled “The Six Laws of Customer Experience,” blogger Bruce Temkin explores this issue, and presents a must-read treatise for any CIO or IT department leader. Below are highlights. How does your help desk compare?

1. Every interaction creates a personal reaction.
In this section, Temkin stresses that customer feedback needs to be a key metric. And he’s dead-on. An outsourcer can live up to its service level agreement (SLA) and perform stunningly on paper, but what about the employees who have had to wait on hold, or have had to waste time waiting for call backs? SLAs mean nothing if your outsourcing desk leaves frustrated employees in its wake.

2. People are instinctively self-centered.
This section’s salient point is: “You know more than your customers; deal with it.” Using tech jargon, talking callers quickly through complicated processes, becoming impatient when they become stumped — these are examples of deplorable customer service. Read more…

Jenny Sweeney Customer Service Bruce Temkin, CIO, Office migration, productivity, SLA, the no-help desk