5 Annoying Calls For Help And How To Exile Them

The help desk is abuzz with recent activity.

Despite the average person's increased technical knowledge, in the event of a system crash, app interruption, or other technology-related accident, workers still rely on corporate support. doing.

In fact, dependence on help desk service is really growing. HDI, an association for IT services and technical support, reported in a 2011 support center payroll and practice report that 68% of support centers saw an increase in ticket volume in 2011.

What these numbers don't show is the number of calls that can be handled best. Help desk managers find out what we are talking about: persistent calls, persistent questions that annoy support staff, and keep more serious issues behind the line.

"We will never get rid of frustrated phones [entirely], so the goal is to keep these phones as expensive as they can be to handle.

To help with that search, Computerworld consulted with experts to compile a list of the five most persistent calls for help and what an organization can do to control them.

Password Reset

In an HDI survey of 339 respondents, one third of support centers reported that over 30% of tickets were associated with password reset, 69% of respondents said Help Desk Help despite allowing the client resets at least part of their password.

With the experience of Ken Hayes, responsible for continuous improvement of Technisource's service in Fort Lauderdale, Florida, the mockery said that one of his clients had 25% of the calls related to password reset. .. The company had a self-service option.

According to Hayes, the problem was allowing users to really help themselves, as seen in many places. Help desks are often not enough to explain to users that self-help options are available or not easy to use.

"People are always looking for the path of least resistance," says Hayes. "If a call to the help desk is the easiest and fastest way to solve a problem.

To reduce the volume of password reset calls, Hayes' team worked with a client company, a financial services company, to improve the marketing of automated password reset features. They actively registered everyone in the company instead of registering themselves. We also instructed help desk staff, of course, to carefully inform them that the automated option is the best way. As a result, password calls were reduced by approximately 10%, a significant improvement.

Other help desk supervisors who have successfully reduced these types of calls say that automated voice systems are also effective.