- Posted by Alliance Technologies
It seems we are conditioned to expect the typical IT Help Desk to be indifferent, elitist, and overseas. Not so at Alliance Technologies, where they consistently provide the “high tech, high touch” combination of services that business owners crave.
So, how does Alliance do it? Here are five factors that make this St. Louis-based help desk operation an innovation success:
1. Shift from Outsourced to In-house:
During their routine evaluations of quality and customer service, the leadership team hit upon the idea for progressing to the next level: bring the operations in-house. They also recognized the importance of staffing the help desk with full-time Alliance IT experts, who have the problem-solving and communications skills that are so critical for addressing caller and client needs.
2. Replace Automation with Personnel:
The personal touch begins at the start of each request for help. Answering the phone is a full-time employee (instead of the typical automated voice greeting), who is familiar with the client base and greets each caller with care and concern. To fill this position, Alliance specifically searched for and hired a person with exceptional people skills.
3. Move from Virtual to Physical Community:
Typically, support center staff work remotely relying on technology for virtual connection. At Alliance, the technicians work side by side in a custom-designed office space. The proximity not only fosters community, but valuable collaboration that results in knowledge sharing and expedited problem-solving.
4. Employee Care Fosters Client Care:
Recently, the help desk technicians began using new state-of-the-art desks that are adjustable for either standing or sitting. The company’s regard for employee comfort and health sends a strong message of care to staff—one that can’t help but carry over into client services.
5. Onboarding Improvement:
While many companies gloss over the onboarding process for new clients, Alliance makes it a priority. While these services are subject to the company-wide culture of continuous improvement, “White Glove” onboarding has become standard procedure.
All of these factors combined have created one very dynamic and innovative help center. The month of July is just one example: in spite of a record-breaking number of incoming tickets, plus unusually busy vacation schedules for the staff, the Alliance Help Desk Team overcame both challenges and continued to maintain their 98% client satisfaction rating.