Spanning the End Users to Help Desk Ratio



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There is always a question from various clients as to the definition of the end user to help desk ratio in order for a customer support system to be effective. Check additional information about Help Desk Ratio.

What is the end user to help desk ratio for certain companies? How many end users are usually assigned to a single help desk agent? And what factors usually affect an inadequacy of this ratio?

These are common questions that are being asked by end users regarding the customer help desk services provided for by the companies of which they are customers or clients. Often, a client support hotline is provided in a product that the end user has purchased or rented out. However, there are lots of times that this service does not do what it is supposed to do by the reason that there is not always a support representative available to attend to the needs of the customer.

The most basic question that may be asked in this situation is: how many end users or clients must be handled by a single customer support representative? The answer is more obvious than you think. Indefinite. Yes, it cannot be accurately determined as to how many people may be handled by a single representative for the reason that the customers cannot be simply organized into groups to be handled by one agent. In any case, what happens is that when a customer calls up customer support, he gets raffled to an available representative. If the latter is not able to help the customer solve his problem, he will be referred to another agent. This is how it goes, especially in the case of call center agents.,

So now we have the answer that there is no definite value for the ratio of end users to help desk agents. It is believed that the only factors that cause the inadequacy of the ratio is not that there is not enough help desk agents, since there are thousands of them placed at a single site. It is also not any inadequacy in terms of the system being used because these have been designed specifically to help the customers obtain relief or redress of certain problems they may have against a company. The factors that have been known to cause this inadequacy are the following: failure of the company to update its systems, failure of the company to update its reliance on information technology, and a disregard of the possibility and benefits of availing of an outsourcing method - that is, contracting out the function to a third party service.

When a company fails to update its system, the tendency is that the clientele is not able to get the full remedy to their problem. If any at all, they will only get to talk with someone over the phone and will simply be advised to file grievances since the support methodologies are not updated. Failure of the company to update its reliance on information technology also deals a fatal blow to the end user to help desk ratio since this support system depends heavily on information technology. In fact, online or real time support is one of the very reasons such a concept was thought of in the first place. Finally, failure to outsource the function is tantamount to the first mistake the company makes. Getting a third party company to handle customer support systems will allow the company itself to be able to concentrate on other matters; acting only on serious customer concerns, if there are any at all.

If you are interested in Help Desk Ratio, check this link to find out more about help desk ratio. Also, you can check other articles in BSC Training category.



 

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