Ensuring Consistent Service Delivery across the Helpdesk: White Label IT's Approach
In the sphere of IT support, ensuring everyone on the helpdesk delivers the same, high-quality service is pivotal. This article will delve into how White Label IT achieves this by implementing standards and processes that ensure service consistency.
We will cover the following key aspects:
The role of account managers in understanding client nuances
The importance of tribal knowledge and the role of a NetAdmin
Implementing a "start here" button for agents
The value of creating start buttons and leaving clues
Understanding Client Nuances: The Role of Account Managers
Account managers, in any business, are expected to understand the nuances and technical aspects of their assigned clients, but at White Label IT, they do so much more than that. While we aspire to equip every single agent to handle calls competently and independently, the role of account managers is crucial for handling complex scenarios that necessitate a more intimate understanding of our client's specifics.
Tribal Knowledge and The Role of a NetAdmin
In the event of an escalated situation that requires a deeper understanding of an MSP, or 'tribal knowledge' for that company, White Label IT assigns a NetAdmin to the MSP. This NetAdmin becomes the go-to resource for handling any nuances and unique cases that fall outside of the norm. The NetAdmin is not only responsible for managing these situations, but also for re-standardising the process whenever any such unique situation arises.
Implementing a "Start Here" Button for Agents
One of the key strategies that we employ at White Label IT is the creation of a "start here" button for every agent. This is a reference point that guides our agents on how to proceed with a particular client or an MSP's client. Having a clearly defined starting point ensures our agents handle calls effectively, even for a client they are not already familiar with.
Creating Start Buttons and Leaving Clues
The concept of leaving clues is part of our ethos at White Label IT. We believe in creating a trail that allows our agents to navigate the support process efficiently. We do this by developing task templates for common or anticipated scenarios, which ensures our agents are never at a loss about where to start or how to proceed. These 'start buttons' and 'clues' form the foundation of our consistent, high-quality service delivery.
Maintaining a consistent level of service across a helpdesk is a complex task, but it's one that White Label IT is well-equipped to handle. Through the strategic use of account managers and NetAdmins, the implementation of a "start here" button, and the creation of support scenario ‘clues’, we ensure that every agent is capable of delivering exceptional service.
Watch our video with Yusuf Yeganeh, the Managing Director of White Label IT, where he discusses these strategies in-depth, and provides valuable insights into how we ensure consistent service delivery across our helpdesk.