Help Desk and Support Center Consulting
Are there
opportunities to increase efficiency, effectiveness, and service quality of your
help desk or support center, while reducing costs and increasing revenue? Our
help desk and support center consulting services will help you increase
productivity, drive revenue and reduce costs through improved technology, tools
and processes in your support center.
Whether you are deploying a new help desk or
support center, assessing your existing center for optimization, or
working to communicate the value of your support operation to
management and to customers, Optimal Connections has the experience
and expertise to deliver.
Consulting Services
 |
Service Management System
Installation
- from
needs assessment, to developing an RFQ, to assistance with vendor selection,
to project management, we have the experience to minimize risk and ensure
successful call center systems implementation.
|
|
Setting up Service Level and
Operating Level Agreements
- we have experience in developing standard SLAs for customers, OLA for internal
groups, and Underpinning Contracts for 3rd party support providers.
|
|
Service and Support Marketing
- we have extensive experience in
developing and communicating the value of support to customers as well as
internal management. From marketing plans, to user guides and brochures, to
web support - we'll help you deliver the message to your management and your
clients!
|
|
Assistance with Policy and Procedure Development - well
documented, quality policies and procedures are a mark of a best-in-class
help desk or customer support center. They remove indecision, boost
efficiencies and set a framework for expansion.
|
|
Knowledgebase Implementation - our
consultants have been involved in planning and implementing some of the
industries best examples of knowledge-driven support. Let us show you how
its done
. |
|
Consulting on Standard Metrics and Reporting - if any
area is crucial for an optimal performing support operation, it's having the
right metrics and reporting. We'll help you optimize your metrics based on
HDI best practices. |
Why Optimal Connections?
|
Experience - Paul M. Dooley, Optimal’s certified HDI
Instructor and
Auditor, has over 30 years of experience in the service and
support industry – so you can be confident you are dealing with
someone who has a great deal of experience and expertise when it
comes to assessing and advising on call center operations.
|
|
Certified Expertise - besides Bachelors
and Master in Business Administration degrees, Paul holds Help Desk Manager
and SCC Auditor certifications from HDI. He is also an active member of the
HDI Orange County Chapter, as well as a
frequent author and speaker.
|
| Quality
Results - Paul has conducted the largest HDI Support
Center Certification audit to date for HDI: a global SCC project
encompassing eight support centers around the globe. |
Pricing
Consulting services pricing is based on client requirements and scope of work
(except where standard pricing applies, such as surveys and support center
assessments).
A no-cost no-obligation needs analysis phone consultation is
available to help determine your requirements.
Subsequent to definition of your requirements, a customized proposal and high
level project plan will be delivered featuring scope of work, set pricing and
delivery timeline.
For a FREE needs analysis phone consultation
please call 1
(949) 305-3544, or
email us.
|
|
