Help Desk Software

Ishare with you me and my team’s experiences in designing and developing ITSM / ITIL Solutions. We consult Fortune 500 companies and also Government agencies in IT Governance domain – Val IT, CoBIT, ITIL … The objective is to simplify a complex topic. Please share your feedback. sandeshcsheth@gmail.com
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eFusion’s Service Desk area provides access to information about your requests for Field Service, as stored in Tenet’s internal databases. Our databases contain most of the information you require to populate, update or double-check your own Service Desk / Help Desk system. This information can also prove invaluable to your ITIL Problem Management process.
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Parker Software logo

(Vocus) April 9, 2010

Parker Software is leading the way with organisations operating support service desks and helpdesks in the first few months of 2010 they have secured a number of high profile global accounts with their industry leading Live Chat solution WhosOn.

Recent deals for the Stoke-on-Trent based company include, two of the worlds global leaders in high-tech electronics manufacturing and digital media, the number one provider of insurance in the US currently offering protection to over 50 million policyholders worldwide, a leading manufacturer of electronic label makers and postage printers and its most recent win includes one of Americas leading issuers of Visa® credit cards.

Service desks or help desks act as the central point of contact between a service provider and its customers or users on a day to day basis. It is an integral part of any business offering support services as it acts as the focal point for reporting Incidents disruptions or quality issues and for users making Service Requests.

The overall aim of any type of service desk is to deliver reliable, high quality services and engender trust in their customers. Traditionally service desks have relied heavily on their customers making contact via telephone or email these methods often lead to delays in response times with email and restricted agent productivity and the associated high cost of telephony. Parker Software are fundamentally changing the service desk approach with their Live Chat Software.

The WhosOn solution enables a service desk customer to engage directly with a service or helpdesk agent via secure text chat, this is fast becoming a preferred contact method of choice, as a customer does not anticipate that they will be held in a call queue as they would on the phone or have to wait for a response to an email, therefore instantly improving customer service.

Companies themselves that are implementing the solution are not only reducing the average response wait time but they are also making significant cost savings as the volume of telephone calls is dropping.

Perhaps the most beneficial aspect of the solution, which is often overlooked, is agent productivity. Unlike a standard telephone call whereby only one call can be handled by one agent at one time, the WhosOn live chat solution enables an agent to take multiple chats at once. Agent productivity is more than doubled again this is having a significant impact on cost reduction.

Business development manager Ian Rowley Comments “We have had a tremendous start to 2010 and aim to build on this success, we are already in advanced talks with other leading organisations in particular those covering the financial services industry in the UK, US and Europe to help improve service desk provision. We are also working with Salesforce.com and Microsoft Dynamics CRM, the leading Customer Relationship Management (CRM) providers to further improve service desk provision and traceability by directly linking our application into the CRM software. This essentially provides the ability to link any live chats to a new or existing record within the CRM or create/update website visitor records instantly”.

“The organisations we have secured are already seeing a significant return on their investment in the WhosOn solution, it has enabled them to significantly reduce the support overheads associated with email and telephone support, whilst also enabling them to increase employee productivity with the implementation of live Chat, it has a major beneficial impact on operating costs” adds Ian.

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Video from Dell about the opening of their Federal Service Desk branch that will help give tech support to military members.

Call Center Agents Pull Up Quality

The call center agents have already earned the reputation of being the best paid employees in developing countries. They have the best resources at their disposal because BPO investors are leaving no stone unturned to provide them with the same. Now the question is how well they will make use of the available resources. Call center services still lack in quality and any BPO service expert can vouch for that. In fact, ask any common person who has called an answering service desk. Very few can recall having a good time at the inbound call center department. In a way, the quality of the work is the only gap that still ensures that domestic call centers in the developed countries like USA and UK still find work.

Earning the tag of being the best paid has inspired the call center agents. BPO employees are now determined to shed their tag of being no-showers when it comes to quality. The managers and trainers see a renewed enthusiasm in the agents to improve things. Samantha Robinson, who works for an answering service firm as a trainer, says, “We have noted an increased participation among the agents to improve their skills.” No wonder then that the BPO service insiders expect a spike in the quality of call center services that they are providing. The best part lies in the fact that these telemarketing agents are willing to try out new tools and methods like never before.

Social media and other Web 2.0 tools always received a step-motherly treatment at the call centers. They were considered poor alternatives to telemarketing services. With the new age tools appealing more to consumers than mere phone calls, it’s obvious that the BPO managers have decided to inculcate them into the mainstream call center services. Agents, till a few months back, shied away from these tools because they were not willing to venture into fresh territory. The coming of the statistics that proved the dominance of social media and websites in the consumer market has jolted the lead generation specialists. They are more open to the idea of generating leads through the internet and tapping the vast online traffic for revenue.

This trend among the call center agents is good news for the BPO firms as well as for the clients. The constant complaints against the call center services, especially the answering service desk, are causes for concern. In fact, many insiders will tell you that the failure of the inbound call center desk to satisfy the requirements of the callers is what prompted them to look for assistance online. Anyway, now that the trend is fact catching up, having quality BPO service through voice and non-voice calls should be something that all call centers would like to achieve. Nowadays, because of the stiff competition, it is important to provide not just price cuts, but also quality. If the agents are enthused about doing that, the industry has every reason to count blessings and celebrate. And so does the common caller who’s irritated with mess-ups at the phone answering desk!

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Answering Service: Dealing with Nasty Calls

You cannot make everyone happy – this stand truer for the answering service than any other call center services. Agents at the phone answering desk may try their best to interact and solve the problems of the customers in the best possible way. But there will be those customers that are really sore with your business. They will make those aggressive calls at your inbound call center desk. While some of these calls may be deliberate and done with a purpose to rattle cages, there are still many who are not happy with the BPO agents. Call centers have a field day handling such callers and though they have become a part of their jobs now, such calls manage to leave one shaken. Let’s look at some industry-recommended tips to help agents to deal with aggressive calls.

The cardinal rule for dealing with aggressive calls at the answering service desk is to keep calm. Call centers are very particular about how agents react and respond to such calls. The agent is not supposed to snap back or react strongly to a caller, even if the caller is not really on his/her best behavior. The phone answering agent is expected to try and cool things down and to push for constructive discussions. The agent must not lose sight of the telemarketing angle. Their job asks them to sell things, whatever be the circumstances. A good way to calm an aggressive caller is to listen to the caller patiently. The caller might calm down after letting off the steam. If the BPO agent can hold his own against the tirade of complaints then it might turn out to end on a positive note.

However, some callers are not interested in a discussion. All they want to do is abuse and rant against the call center. In such cases, the inbound call center agents have no choice but to press a button that tags the call as a ‘crank call’. This automatically disconnects the call. Of course, the BPO agent flags off a warning signal to the caller. If that doesn’t stop the abuse, then the agent disconnects the call. Call centers record the number to stop serial offenders from the calling their numbers. A number is blocked after 5 attempts. The margin for tolerance is higher for the male answering service agents. They issue three warnings before hitting the button. Female agents can reach for the crank button after a single warning.

The nature of such calls is the greatest source of stress in the answering service sector. After fielding such a call, the agent is more likely to lose focus and become distracted. This, in turn, affects the performance at the phone answering desk. Such calls serve no purpose, either for the BPO firm or for the caller. Telemarketing agents are known to quit their jobs because they couldn’t handle the abuse any further. Other than personal insults, there are boos for fake accents and pseudonyms that these telemarketing services agents use. Only the mentally tough can stand up to this constant, continued challenge.

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Service desk helpdesk agent: how can help you?
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The function of the service desk has evolved from ‘issue resolver’ to ‘business contributor’ and as a result, changes need to occur. Eveline Oehrlich will discuss the evolution of the service desk and what IT organizations need to do in order to properly elevate the service desk within their enterprise and how to go about doing so. Learn about reducing operational expenses, refining processes and improving customer service. Also, with the increasing popularity of SaaS within the service desk space, she will also provide a decision model for software-as-a-service vs. on-premise that will better prepare you when you need to make this decision
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Looking for Contact Center services in USA

Are you looking for a contact center that can perform the way you want? Are you looking for a contact center that can exceed your sales requirements? Are you looking for a contact center that can provide excellent customer service? Are you looking for a call center that has the best resources for your campaigns? Are you looking for a contact center that has top notch infrastructure to meet your campaign needs? Are you looking for a cost effective service to handle your back office work?

If Yes, is your answer to any of these questions, then you have reached the right destination. With our 7 years of experience in contact center industry, InSO’s professional team has always exceeded their client’s requirements.

We believe in productivity and profitability for all our clients. You can now provide top quality service for your customers and increase your profits by partnering with InSO. Let our experts create the magic for you.

Call us now at (626) 531-6080 or get a free quote here.

Why Choose InSO for Your Outsourcing Needs?

InSO is the right company for your business to rely on for all your outsourcing needs. Our core values focus on the five most essential needs of any business relationship:

InSO is an experienced leader in the call center industry. We have experience with over 200 TV, radio, mailer, infomercial, print, Internet and tech support campaigns You will be able to consistently provide your customers excellent support levels because InSO will be with you 24/7 InSO is committed to getting you receive the best ROI possible, therefore ensuring the success of your business InSO is flexible in many ways: You can switch payment plans (per-minute or hourly or performance-based) and there are NO Hidden Fees! You will be able to change campaign offers, price points, scripts, etc. on-the-fly with minimum notice and effort.

We work to ensure a high closing ratio for sales calls and a high rate of customer satisfaction for our clients. We will increase your sales and help you retain your customer base. Our expert sales recovery techniques can generate more sales from your potential and past customers, even from customers who have turned down your offers before.

Inbound Customer Services
An essential part of a company’s value proposition, these involve activities that enhance your customer’s level of satisfaction, with the aim of going beyond their expectations.

Order Taking Services

The order taking industry has propelled to extraordinary levels in the past few years. With every advertising channel whether it be online, media, or printed advertisements, there is a growing purpose for great order taking services in the industry. Inbound order taking businesses can lend a hand with the customer service and sales departments of any business that requires it

Outbound Telemarketing

Outbound telemarketing is one of the fastest growing areas of the telemarketing service industry. Outbound telemarketing is easier to control compared to inbound telemarketing. You can plan the telemarketing campaign and strategy, telemarketing budget, set campaign timing and certain production goals and objectives.

Inbound Sales call center
Our agents are trained to market and sell additional products and services with higher value levels than those currently being purchased or subscribed to by the customer.

Lead Generation : The performance of your sales lead qualification and lead generation activities is very important for the success of your business. It is essential for you to know what campaigns are performing at any given time, so that you are able to alter your approach and improve the performances of your appointment setting campaigns.

Live Tech Support

InSO technical support outsourcing is evolving from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk. India has proven its capabilities in strategic call center technical support outsourcing, both onsite and offshore. Help Desk Services

We offer offshore outsourcing services and Back Office Business Process Outsourcing Services, provide cost reduction, maintaining quality. The Help Desk is essentially a central information on problems or problems reported and then manages and coordinates and senior official of the total resources of one problem or another problem.

Appointment Setting

Now, many companies in this situation opt in for an appointment setting service and you should to. Why? Because using appointment setting services will ensure that your sales executives get to meet only the most targeted and positive of prospective customers. Using an appointment setting service allows you to get in front of potential customers and ensures their undivided attention. Market Research

The process of systematically gathering, recording and analyzing data about your customers, your competitors and your product’s niche. Market research is essential for creating most business plans, launching new products and services, fine tuning existing ones, expanding into new markets, etc.

Call us now at (626) 531-6080 or get a free quote here.

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Examsoon 000-018 Exam Questions

000-018 Exam informations
Exam Number/Code : 000-018
Exam Name : IBM Tivoli Service Request Manager V7.1 Implementation
Number of questions: 57
Time allowed in minutes: 90
Required passing score: 66%
Test languages: English

Configuring IBM Tivoli Service Request Manager V7.1 Service Desk
Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create new Ticket templates as per customer’s requirements, so that a new ticket template has been created.

With emphasis on performing the following tasks:
Start the Ticket Templates application from the Service Desk module.
Fill-in data:
Specify template ID or use the auto generated ID
Specify description
Select Class to identify where the template will be applied (Incident, Problem, SR, PMSCSO, PMSCPR, and PMSCMR). Required field.
Select Owner group, owner, organization, and classification
Enter Activities
Change status of the Ticket template to active. Only active templates can be applied.
Click the Save button.

Given that the IBM Tivoli Service Request Manager V7.1 has been installed and system has been set up, create Solutions, so that the Solutions have been created as per customer’s requirements.

With emphasis on performing the following tasks:
Start the Solution application from the Service Desk module.
Fill-in data:
Specify solution or use the auto generated ID
Specify description
Select a check box Self service Access to allow self service users to view the solution
Select Classification.
Select Expiration date for the solution.
Enter Symptom, Cause and Resolution.
Create and Associate key words: Click select action menu and add key words to your solution.
Change status of the solution to active. Only an active solution can be applied to a ticket
Click the Save button.

Given that the IBM Tivoli Service Request Manager V7.1 (000-018)has been installed and the system has been set up, use an existing workflow to route Tickets as per customer’s requirements, so that a ticket has routed using a Workflow.

With emphasis on performing the following tasks:
Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
Start the Service Request application from the Service Desk module
Click New Service request icon to create a new Service Request.
Fill-in data:
Select reported person
Select Affected person
Specify Summary and description
Select classification
Assign owner or owner group.
Click the Save button.
Now auto initiated workflow will check if classification and owner group is filled in. If yes, workflow will change the status of a ticket to Resolved. If classification or owner group is not filled in then workflow will go into wait status.
Note: There are two ways workflows can route a ticket. One is by manually selecting a specific workflow and another way is automatically route when a ticket is saved. There can be only one workflow per application object (SR, Incident, Problem etc) with Set Interactive initiate checked. This option will let the workflow be automatically initiated when a ticket is saved.

Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create and relate a ticket as per customer’s requirements, so that a new ticket is created as well as related.

With emphasis on performing the following tasks:
Start the Service Request application from the Service Desk module
Click New Service request icon to create a new Service Request.
Fill-in data:
Select reported person
Select Affected person
Specify Summary and description
Select classification
Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to “queued”.
Click the Save button.
Click the Related Records tab.
Click the Select Ticket Button.
Select one or more tickets (SR, Incident or Problem).
Click OK.
Click the Save button.
Note: Create and relate ticket functionality is applicable to Incident and Problem ticket as well.

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IT Outsourcing Services in India

IT Outsourcing Services in India has picked up quite enthusiastically with time. The outsourcing services that are provided here in India by every outsourcing company are very rich in quality and very business oriented which has ensured that India successfully retains its position as one of the best service providers on the block. The mission of every outsourcing company here in India is to provide outsourcing services to small and medium sized businesses with state of the art Information Technology solutions that have, until now, only been available to larger organizations. New technologies such as remote healing along with best practices and efficient processes have helped many large companies save a great deal of time and money and hence increase productivity.

Within each of these services, companies get to choose specific attributes to match their IT situations. The service providers here in India offer customized solutions to SMB environments to simplify IT demands and create a single place mechanismso that you can spend more time focusing on your business. The IT Services are catered to companies in such a way that they get to have all of their demands fulfilled and get handled in one of the finest ways possible. The quality too remains quite unperturbed and the overall dexterity is also unquestionable. 

When it comes to hiring offshore web and software developers, web programmers, web designers or any general IT outsourcing solutions IT Outsourcing Service providers in India are the best bet for you. They have the potential to give clients a substantial advantage through their single point-of-contact for business, technology and legal support. The coordination they establish in all aspects of the project or transaction improves business and technology performance and processes by decreasing cycle times, cuttings costs and increasing quality.

The services in India provide a great deal of benefits and some of them include the likes of:

ü  Service Desk — At the heart of all IT service management models is the service desk. The service providers deliver high quality help desk support through focus on people, processes and technology. The companies go beyond traditional incident management to deliver request, problem, configuration and change management services as a core competency.

ü  Desk Side Support — Complementing service desk delivery, the companies provide onsite services to support end users and their systems.

ü  Security Administration – This process is also fondly referred to as Identity and Access Management where the company or the service provider manages end user account creations, permission levels, system access, password resets and account deletions. The experienced IT support teams that are hired and nourished by the company provide value by focusing on continued process enhancements and quality improvements to deliver both improved security and lower costs.

ü  Infrastructure Management – All service providers proactively manage the availability of distributed IT infrastructure to improve productivity and user satisfaction while reducing costs. These service providers also manage desktop and client devices, servers and networks. The infrastructure outsourcing services include the likes of asset management, remote control, patch management, software distribution apart from other features such as fault and performance monitoring.

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This video introduces the role for the service desk function asexplained in the ITIL v3 volume Service Operation. The video is one out of a series of study aids for students studying the topic ITI597 with Charles Sturt University. The ITI597 module is provided in a dynamic online and real-time interactive environment, and supported with a virtual study environment located in SecondLife space, and videos such as these. As subject coordinator I provide live web based sessions for all ITI597 students at least once a week, and strongly support any multimedia technology that makes blended and passionate learning a reality. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office.
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