Utilizing a Help Desk Design in Shared Services to Improve Customer Satisfaction
Description:
With the wide variety of processes that typically reside in a Shared Services operation, the concept of having a Help Desk to better support customers (both internal and external) can be a viable one that can potentially provide significant improvements in service levels and overall customer satisfaction.
This Peercast will feature a member company that utilizes the Help Desk design, and they will share their experiences in setting it up and administering its ongoing operation.
Peercast Poll Results
Poll Title: Help Desk Designs in Shared Services
Background: With the wide variety of processes that typically reside in a Shared Services operation, the concept of having a Help Desk to better support customers (both internal and external) can be a viable one that can potentially provide significant improvements in service levels and overall customer satisfaction. This poll looks at various Help Desk designs and resulting levels of customer satisfaction.
Poll Question: Which response best describes your company's use of a Help Desk design to support Shared Services customers?
| We use one Help Desk to support multiple, varying processes within Shared Services | 19% | |
| We use one or more Help Desks, with each one supporting multiple but similar processes within Shared Services | 14% | |
| We use multiple Help Desks to support varying processes within Shared Services | 33% | |
| We do not use a Help Desk design | 29% | |
| Other (Please Comment) | 5% |
Poll Question: To what extent does the Help Desk design within Shared Services at your company contribute to overall customer satisfaction?
| Significant positive influence | 27% | |
| Moderate positive influence | 60% | |
| Neutral | 0% | |
| Negative influence | 0% | |
| Not sure | 13% | |
| Not Applicable |