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HelpDesk Optimization

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    Wolfhard Aring

    Ladies and Gentlemen,

    can anybody help me to find ‘best pratices’ for HelpDesk business process improvement?

    The situation is the following:

    Multilingual technical HelpDesk service provider (application support) supporting almost all European countries for Fortune 500 company.

    However the pressure is up. The keyword is low-cost outsourcing to Romania which the client does not want due to drop in quality (no mother tongue support).

    Secondly the client is also not willing to pay more for the service which means loose the contract or come up with some serious Business Process Optimization.

    What techniques can be used to accomplish this?

    Mathematical modelling?
    New payment/compensation structures?
    Workforce optimization (sheduling)?
    Call routing?
    Use multi-skilled agents from other services within the company (cross trained agents)?

    Any help will be appreciated.
    Thank you very much.
    Kind regards
    Wolfhard Aring

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