Time Sharing of Resources
As stated previously, to set up a service desk from scratch within an organisation requires capital outlay for network infrastructure, telephony, call centre software, security, back up and other requirements related to the physical location of the desk. It also requires staffing, (taking into consideration shift patterns, the service provided out of core business hours), written procedures and processes, and dedicated management time.
This requires considerable time, focus and capital and yet, by outsourcing its service desk to BSG, the client will benefit from cost and management savings:
- Infrastructure and telephony - No initial investment is required as BSG has already invested heavily in telephony and network infrastructure in order to provide a managed service desk to a wealth of clients.
- Software - No initial investment in software is required as BSG has invested in an ITIL compliant call centre software which the client can access itself via a Client Services module. This will relieve the client from the headache of licensing, upgrades and future development
- Staffing - Investment in recruiting, training and managing call centre staff is unnecessary with a fully manned 24*7 service desk being available to our clients from BSG.
Self Service Components
Known as our "Client Services" option, BSG can deploy a range of self-service components to its service desk offering, all of which are compatible with, and of the same standard as, the ITIL compliant helpdesk software operated by BSG.
Clients can choose to operate the self-service components such that their staff can use the online call logging facilities or, if they would rather rely on the personal service of the helpdesk team to log and resolve calls, then they may simply opt to use the comprehensive reporting tools which are available through the Client Services package. Whatever use method adopted, BSG is pleased to offer a greater degree of transparency to the service which also demonstrates visibly enhanced value to the client.
The following features are available within Client Services:
- Customisable browser-based solution
- Multi-Tier segregation: - BSG can provide multi-level access to tickets and incidents raised.
- Intuitive technology - the browser interface is intuitive and easy-to-use with no training
- Incident Logging, Viewing and Updating
- Embedded Reporting - On-Line SLA reports are provided that can be viewed on-line
- Greater accessibility - Client Services allows access to service and maintenance requests, order entry and update of client information,
- Full Integration with BSG's call centre software
- Knowledge Management - Client Services provides access to the BSG Knowledge Base, with on-line FAQ's
Security
BSG is one of the few companies operating in its market place to hold a ISO27001 certificate for data management and hosting services. The call centre software used by BSG to operate its helpdesk facilities is hosted in a highly secure environment, client data is isolated using best practice security measures and accessed by the staff in BSG's Network Operating Centre only after rigorous authorisation and authentication procedures have been completed.
If the Client Services option is adopted then all relevant security measures would be afforded to ensure that access was limited both in accordance with industry best practice in terms of external access and also with the client's internal specifications.
Innovation & Road-mapping
In order to provide the highest level of service to our clients, it is vital that BSG recognises the need for constant change and innovation to sustain the reality and perception of its service desk clients. Experience shows that if the level of client service is sustained and developed, users will demand continually improved service from BSG but their satisfaction will remain high. If static, even though there may be no change to the level of service provided, the user perceives only a good level of service, thus challenging the amount of value created and sustained.
Knowledge Management
Knowledge management is provided at various levels when a managed service desk is purchased by a client.
At a basic level, all the call flow data and general management information collected during the course of the contract is collated and analysed on a quarterly basis. This, along with the information derived from the user satisfaction surveys, will be combined quarterly to allow BSG to make tactical suggestions for improving the service as well as providing crucial input into longer term improvement plans.
At a higher level, BSG will collate frequently asked questions and use input relating to the resolution of calls in order to build self-help and knowledge database. These mean swift resolution of calls, self-help mechanisms and hopefully a reduction in calls relating to similar problems thus improving the efficiency of call resolution.
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