While I have not used an external group I have found the following two
concept to be extremely helpful:
1) Real Time Support: this was a concept presented a Long, Long time ago
that I was able to implement in a Help Desk I managed. It essentially
increases the help desk consultant's availability on the phone, reducing
significant abandon times (the number of times a customer hangs up after a
pre-defined period of time without having reached an agent) greatly.
Within the span of about 3 months we were able to go from somewhere around a
20% significant abandon time to about 8%. I provide an overview of it below
my signature if you are interested.
2) Improvisational exercises: I have a theatre background and realized
quickly that much of what we do in customer service involved skills that
actors have to develop and practice: concentration, energy, observation.
Improv exercises develop these three skills but, in addition, they create a
sense of team. I've used both standard improv exercises and fictional
support issues for my team to work on. You can access the concept on the
Educause site as I presented this to the Western Regional Conference last
year. Google: "The Smell of the Greasepaint, the Roar of the Customer".
Good luck and have fun!
On 3/5/08 6:15 PM, "Matthew Clark" <[log in to unmask]> wrote:
> I have been asked to investigate a company or group that might provide onsite
> training for helpdesks in the following area's.
> 1) Team building
> 2) Sample problems with possible solutions
> 3) Helpdesk streamlining recommendations
Director of Client Services
Information Technology Services
Real Time Support:
The goal is to increase customer access via the phone to Help Desk
Divide your consultants into teams (I broke my six agents into three teams
Day One: Two of those teams are on the phones. Call it the Front Line.
They are not to spend more than 5 minutes on the phone with a customer (they
know when it's going to be a long one). If they determine it will require
an extensive conversation they pass the customer to the Back Line (the third
team), thereby releasing the phone line for the next customer to be helped.
The Back Line, when not dealing with customers on the phone, are working on
tickets/issues and responding to email inquiries (thereby providing more
"real time" support to customers/clients/partners who choose to use another
method of contacting the Help Desk.
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