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So you've decided to use cloud-based Help Desk / CRM software to provide your call center agents with a Guided Process Workflow with which to work from. The question written on the brick wall most people hit at this point is "Where do we go from here?" The answer to this question really depends on a number of characteristics about your organization, and how you will provide support to your customers. SpiceCSM is always a great place to start.
Every day, more human workers are displaced by robots, computers, and other cost or labor saving devices that make business process more efficient while also reducing opportunity for human error. Despite this automation, many companies end up investing more time and labor to fix an automated process than they may have spent by just continuing to employ our friends and neighbors. I would say that the most beneficial, efficient, and cost effective automated processes can be directly attributed to a mastery of the process at hand by the human workers that are being displaced.
I recently read an article for Searchcrm.com titled “Self-service success rates plummeting, but why?” The article showed how the rates have fallen over the past years. (See graph below) The fact is that it can be more painful then helpful. Self service is meant to help you solve your own issue.
On the topic of outsourcing, ComputerWorld UK (March 2010) states: "Companies expressed frustration with the quality of work being provided, according to a survey, but most businesses still said they chose the cheapest outsourcing option instead of the best quality. Nearly all businesses - ninety-four percent - admitted that the focus on cost was increasing the likelihood of their projects failing." It is our belief that when companies search for an outsourced help desk, they are willing to sacrifice quality of support for low pricing, resulting in serious negative impact on customer satisfaction and retention. With that said, we are also firm believers in the power of an outsourced help desk solution. The key, as with many other functions of a fine-tuned organization, is to do your homework first. Here are three important topics (not directly related to cost) for you to think about when selecting an outsourced customer service or support help desk provider: