Call Center / Service Desk Benefits

Call center management lives and dies based on “average call time” and “first time resolution” (no call backs). Dynamic Service Engine has the ability to dramatically reduce call times on any repeating call types. And since the responses to those calls are preprogrammed, the resolution is faster, more consistent and the Service Desk representatives are more accurate.

Imagine a frontend tool capable of abstracting all the typical actions of a SD representative

  • Password resets
  • Network ID management
  • Ticket creation
  • Rights or Application Access
  • Email box management
  • Office 365 Management

Now SD representatives no longer need to know multiple systems to be productive; training time is slashed and technology changes (e.g. new ITSM system) has virtually no impact on the representative’s productivity.

Real World (image) Benefits

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DSE’s Value to the Service Desk

  • Minimum Labor Cost / Benefit ratio goal 1:3 to 1:7
  • Cut in-scope average call time by at least 50%
  • Requires less than 90 minutes to train SD reps; less than 6 hours to train an administrator
  • Flexible tool to support Service Desk, Self-Service, Level 2 or Level 3
  • Eliminate traditional ticket creation, provide automated user confirmations and optional user satisfaction email
  • Dramatically reduce future scripting development time leveraging built in error flow control and state management
  • Change in environment core system technology will have minimum or no effect on Service Desk (e.g. changing ITSM systems)
  • DSE SafetyNet Technology provide extensibility (able to connect tasks to any PowerShell or Perl script; any executable or run any SSH command)
Here’s a real-world example of DSE’s payback with a minimal implementation.

Assumptions:

  • At least 35% - 45% of Service Desk calls are in scope;
  • Average call length of in scope calls are 6.5 minutes or more;
  • or customer desires call avoidance (full automation)