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Services

Customer Service Audit and Monitoring

How we audit your help desk:

While the traditional contact center is evolving, its purpose remains the same. The increasing popularity of digital devices and connectivity is driving the digitalization of contact centers. Contact centers now utilize call center software and omnichannel enabling tools more extensively. With our experience ,we know how to effectively leverage these tools to enhance customer service.
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Working in a big office. Photo by Alex Kotliarskyi on Unsplash
The Process of Customer Service Audit

Which aspects of customer support are businesses struggling with in the digital age?

The traditional contact center model is facing challenges in meeting the growing demands of today's digital-savvy customers, who expect seamless and instant support through multiple channels.

1.

Initial check-up

  • Review and evaluate the overall process followed by the help desk.
  • Evaluate the IT infrastructure used by your service provider in your contact center operation. We can provide recommendations on software products that can greatly improve the auditing of help desk operations.
  • Evaluate the training of the help desk technicians.
  • Observe the operation of your service provider through remote access to the call center software in place.
  • Check the security  systems of the help desk, including physical security and password access controls.

2.

Ongoing monitoring service

  • Check the flexibility of the capacity and identify whether the help desk has adequate staff to handle the number of issues received at any given time.
  • Monitor the number of agents logged into the system, lost calls, and ensure that all questions are properly documented.
  • Review the quality of how incoming problems are handled, including problem classification and prioritization.
  • Evaluate how the service provider manages escalations and if there is a system in place to control the number of problems reported and resolved per day.

3.

Monthly reports preparation

  • Report on the number of problems resolved per month by individual help desk staff members.
  • Analyze the lost call ratio.
  • Perform a comprehensive analysis of the chatbot, including content management.
Customer Service Audit

How can our customer service audit benefit your business?

We are constantly evolving to meet the changing demands of our clients, building a workforce with digital skills and emotional intelligence, and creating multi-skilled teams with subject matter experts to handle both voice and digital interactions.
Our help desk solution provides 24/7 support through multilingual agents, offering:

Share team inboxes

Quick and efficient call support with a minimum handling capacity of 1000-2000 calls per week

Deliver instant answers

Intelligent FAQs for quick assistance

Manage your team with reports

Live Chat with advanced capabilities

Connect with customers

Chatbot and chatbot content management

Connect the tools you use

Social CRM moderation to stay connected with customers on various platforms

Our people make the difference

Mobile support for a seamless experience on the go
Our aim is to take customer service to the next level by combining the work of our help desk with our BPO team, proactively resolving issues and strengthening customer relationships for long-term success.

If you're ready to take your customer service to the next level, contact us now through our form and let's start a conversation about how we can help you enhance your customer experience.

Digital Helpdesk

Ready for Faster, More Reliable Tech Support?
Try Our Digital Helpdesk Today!

The traditional contact center is evolving, but its purpose remains the same - to enhance customer satisfaction and boost sales revenue while reducing operational costs. The increasing popularity of digital devices and connectedness is transforming the way customers communicate with organizations. The new model aims to enhance customer engagement by offering a personalized experience that seamlessly blends human interaction with digital channels. Cost savings and the ability to supplement the workforce with digital processes are also crucial considerations in the digitalization of contact centers.

Which aspects of customer support are businesses struggling with in the digital age?

The traditional contact center model is facing challenges in meeting the growing demands of today's digital-savvy customers, who expect seamless and instant support through multiple channels.

1. Provide 24/7 support and quick resolution to customer inquiries
2. Integrate human interaction with digital channels effectively
3. Optimize resource utilization and reduce operational costs
4. Track and analyze customer interactions and feedback
5. Keep pace with the fast-changing digital landscape and evolving customer needs

At TeleDirect BPO, we are experts in delivering exceptional customer service through our 20 years of experience in setting up and operating contact centers. Our approach blends digital capabilities with the human touch to create an enhanced customer experience.

How can our digital help desk solution benefit your business?

We are constantly evolving to meet the changing demands of our clients, building a workforce with digital skills and emotional intelligence, and creating multi-skilled teams with subject matter experts to handle both voice and digital interactions.

Our help desk solution provides 24/7 support through multilingual agents, offering:

1. Quick and efficient call support with a minimum handling capacity of 1000-2000 calls per week
2. Intelligent FAQs for quick assistance
3. Live Chat with advanced capabilities
4. Chatbot and chatbot content management
5. Social CRM moderation to stay connected with customers on various platforms
6. Mobile support for a seamless experience on the go

Our aim is to take customer service to the next level by combining the work of our help desk with our BPO team, proactively resolving issues and strengthening customer relationships for long-term success.

If you're ready to take your customer service to the next level, contact us now through our form and let's start a conversation about how we can help you enhance your customer experience.