Outsourcing a call center or help desk is a crucial phone number data issue for many companies. Indeed, the question of the usefulness of an internal help desk is being called into question by digital tools. The image it gives off is often negative and their usefulness is not always clear in the midst of digital transformation.
However, studies show that despite digitalization, the telephone achieves a 45% transformation rate. This places it far ahead of digital, which achieves a 10% transformation rate across all of these tools.
Outsourcing your help desk is therefore a solution that many companies use. However, using a help desk must include certain criteria so that it can meet the expectations of a company. A help desk must be specialized and digitalized to meet all the criteria that make up the digital transformation.
So, let's see together how to choose a help desk that meets the criteria of digital transformation? One that can respond precisely to customer expectations on different media.
Help desks do not always have a good press with the general public. Often criticized, their operating methods are questioned by many. Indeed, many help desks do not provide real solutions to a problem. Many only have a level 1 help desk and only answer basic questions.
If you ask anyone how they feel about help desks, they will say:
The failure of this to meet consumer expectations
People reading a script and following it mindlessly
People not understanding technical support advice
There are several types of help desks and they can respond to various problems. There are different call centers, some of which are focused only on what is called the first level. That is to say, basic problems such as bad connections.