Insight on Help Desk Call Tracking Software
Handling customer queries efficiently and effectively in a business is paramount, that is why it is important to have a good help desk software. This will help with complicated searches, tracking customer voice calls, emails and optimum utilization of help desk agents. Help desk call tracking ensures that customers are not twiddling their thumbs as they wait for a response from the other end, because it ensures prompt and effective response.
A Help desk act as a point of contact between the users and the service provider. It should be able to meet communication needs of the customer as well as the internal department. A help desk call tracking software helps maintain an efficient and seamless workflow.
What a help desk call tracking software allows you to do
- Automatically assigns incoming calls to the appropriate staff ensuring no call is left an unanswered. It also ensures no particular staff is overloaded with calls and has good notification tools that automatically sends notifications or alerts to the agent or workgroups of new calls that have not yet been assigned.
- Some help desk call tracking software allow for customization according to priority, how the call reaches the helpdesk and other service-level agreements (SLAs)
- Allows for help desk agents to work on active calls in a time efficient manner which minimizes on call queuing time. They can also allow seamless re-routing to senior staff or different workgroups.
- Has a feature that allows for a comprehensive search stemming from different parameters such as date, name of the customer, agent who responded to the call and other such parameters.
- Some have a feature where automated responses are sent to customers for frequently asked queries on certain problems. This reduces the workload for the stuff and also the time spent by the end-user/caller.
- Self-service- this is where customers can get answers for some of their question based on the organization’s knowledge base.
- Another feature is the ability to attach system logs, images or such documents to be stored together with the call ticket for future reference.
- Collaboration, where staff working in different departments can gather the interaction history by referring to tickets with similar issues.
- Using of escalating tools that send notifications when the number of high priority calls are high which in the ultimately help to monitor the fulfillment of your service-level agreement.
Reason for using help desk call tracking software
Contrary to using customer support staff which can be chaotic at times, help desk tracking software makes the whole process much easier, efficient and orderly. It incorporates all the interactions using a single interface. It creates an ease in automating the monitoring and categorizing process, therefore resolving the employees and the customers issues. The helpdesk minimizes the disorderliness in the call tracking and ticketing resulting in more efficient help desk staff.
The automated work flows save time and ensures that the call goes to the proper agent in that category saving on effort in the process. The agents are able to sort the calls in terms of priority, previous responses by other help desk agents and progress made in terms of resolving the matter.
When a call ticket is assigned to a specific agent, the agent takes ownership of the call. This ensures the call is not left unanswered and whatever the issue the caller has is resolved effectively.
Factors to consider when choosing a help desk call tracking software
- The cost- how much are you as a company or organization willing to spend on the software and is it feasible. Select one that has a favorable plan and most features to maximize the help desk software use. Not forgetting to include the cost of future upgrades, training, and implementation costs.
- Features- as a company have a list or analysis as to how you want the helpdesk to be of use and then go ahead to choose one that has features that will meet all your requirements if not most without compromising on the most important ones.
- The help desk usability- the help desk call tracking software must be intuitive and simple to allow for easier use which leads to faster response.
- Time that it takes to fully implement and transition to the help desk call tracking software.
Conclusion
A help desk software provides for efficient call ticketing, increased employee productivity and improved customer support experience. They reduce manual intervention which lessens the time spent. A helpdesk call tracking software increases the control over your customer support process. A helpdesk ought to be easy to use, as it does not require extensive knowledge on technology It ultimately leads to fulfillment of SLAs which make for good business and productivity.