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The Help Desk, hub of all end-user
requests, is a strategic feature for your
information network. Designed for your
internal IT end-users, the Help Desk, if managed
by a specialist, increases the
productivity of your teammates, the operation rate
of your equipment and allows your internal IT teams
to concentrate on critical tasks.
Global Call Center intervenes on the entire chain
of services associated with the treatment of incoming
technical calls. The hosting of Help
Desk is its main activity.
Global Call Center’s scheme is supported by
the finest resources and a state-of-the-art technological
network to provide you with a competitive
service in terms of quality, lead-time and costs.
Global Call Center acts as a partner to supply you
with its know-how and experience to provide you
with outstanding services that
are long lasting and reliable.
Global Call Center’s flexible and
immediately operational services are tailored
to the particulars of your company in order to provide
you with a complete and customized solution
to the needs of your internal end-users.
Global Call Center secures a personalized hosting
of your Help Desk in order to improve control
of your organization, to better concentrate your
resources on your chief activities and to capitalize
on your skills by externalizing your internal calls.
Implementation
- Assessment of needs and design of call treatment
procedures,
- Implementation of resources: telephony, welcome
messages, and catalog of internal products of
the company,
- Adjustment of reporting tools.
Resources
- Certified Hot Liners:Hardware,Software,Systems,Servers,
and Development Tools,
- IT Systems: CRM/Customer Care,
- Telecom and Telephony: PABX Lucent, with ACD,
CTI, MIC R2,
- Data Base,
- Test Labs.
Services
- Personalized call reception of end-users,
- Work environment management,
- Call management on behalf of the company,
- Specific identification of internal needs and
TCOs,
- Analysis and suggestion of organizational and
relevant preventive solutions,
- Detailed activity reporting
- Quality assessment and provision of quality
control support for services rendered.
Benefits
- Reduction of technical problems substantial
productivity gains,
- Problem solving (quality and lead times) and
better understanding of specific needs,
- Better use and yield of work tools,
- Concentration of internal teams on key applications,
- Better personal productivity,
- Decrease of operation costs.
Service
Access
- End-user personal access code,
- Specific call number,
- (Prerecorded) end-user and configuration type
identification,
- Request treatment and problem solving.
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