Today’s manager of technology support is confronted with many crossroads.  At the entrance to each path is someone who says this is the best.  Which path will actually bring the greatest satisfaction to technology users?  Which one is the most cost effective?  Which is the right direction for the future?  Most important:  How does one get answers to these questions before the wrong path has been chosen?

Help Team can surface the issues and ferret out most of the answers.  (We cannot do everything! ☺)  We can provide a clearer, more objective view of the alternatives at each crossroad to assist you in making your decisions.  Our years of experience with a myriad of technology support operations can help you to elucidate the advantages and pitfalls of each potential path.

Alternatives

Rather than not enough choices, today there are frequently too many.  And, with too many alternatives, conflict arises among competing points of view within your organization.  Accurate, knowledgeable, timely and objective assessment of the alternatives is imperative to obtaining maximum benefits for the least cost.

There are so many questions about organization, required skill sets, adequacy of training and sophistication of tools – Customer Relationship Management (CRM) Systems, help-desk systems, remote diagnostics, Automatic Contact Directors (ACDs), voice response (AVR, IVR, VRU), speech recognition, network & mobile technologies, video, social networks, the Web and The Cloud.  Then, there is the big question:  How will users react to the changes we institute?

Solutions

Whatever your needs for organized technology support, Help Team has the know-how, resources and management skills required to implement solutions focused on keeping your technology users productive.  If you are at the point of just organizing or reorganizing your support operations, Help Team can analyze your enterprise’s needs and recommend an appropriate path for now and for future growth.  We can provide all the components needed to ensure an effective support function that can adapt to your changing needs.

If you have a help-desk or contact center operation in place, we can make recommendations on how to make this operation more effective in serving your technology users.  We have extensive experience in what automation is available and what tools best fit your environment.  We simplify the procurement for you.  To ease the introduction of new technology, we determine the requirements for training, provide the instructors, monitor the results and take corrective actions.  We assist in the installation of personnel and systems on a timely basis and within budget.

Staffing

Staffing is always a time-consuming and expensive process.  We recruit to fill your needs according to the plan.  We place qualified people into your environment for short or longer-term assignments.  As an option, our employee leasing services allow you to retain your valued staff and management while showing a reduction in your committed staff (FTEs).  These services offer an alternative employer-of-record while maintaining your payroll, benefits and records.  This provides a painless path during periods of organization restructuring.

Outsourcing Option

You may be considering turning your entire help-desk or contact-center operation over to a third party.  Help Team offers high-quality, proactive, effective services with people, systems and management at your place of business – dial:  H·E·L·P – and appropriate backup expertise off-site — 24 X 7.  In this case, Help Team guarantees mutually agreed upon service levels, supporting shared targets.  We provide high-capacity, exceptionally-reliable, dynamically-scalable distributed systems and extra people during heavy demand to maintain service levels.  All HelpTeam ® Members SM including Customer Advocates are motivated – screened, trained, frequently reviewed, and rewarded – to treat your technology users – our customers – as valued people and to expend the extra effort to ensure that issues are resolved as quickly as possible so your workers can stay focused on their core functions.

ConsulTeam Services

Whatever your needs, stage of development, or organization size – Help Team has the resources, knowledge and commitment to ensure the best support solutions for your enterprise.  For your help desk or contact center, Help Team will:

Set Up / Enhance Center

Automate Center (Provision Tools)

Staff Center

Manage Center

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