The Social Service Desk – The Future of Call Centers? (Part I)
There’s something of a revolution happening in the way organizations are using Yammer in call centers and help desks around the world today and it’s gathering momentum. Tech-savvy companies are finding that the “Social Service Desk” is playing an ever-important role in the way help desks are run and in the way they provide services to internal and external customers.
At Yammer we’re committed to helping organizations deliver customer satisfaction to employees, clients and partners. Through the innovative use of Yammer networks, a social service desk can come to fruition. Let’s take a closer look at how the social service desk is having a disruptive effect in call centers around the world.
Types of Service Desks & Today’s Current Challenges
Call centers and services desk are used by most organizations in some form or another: to resolve IT issues, to procure products and services and to get help. There are two types of service desks. The first is a transactional type of service desk that focuses on high volume, non-technical requests. Typical examples are consumer services such as utilities, banking and telecommunications. The second type is a technical service desk that focuses on specialized software or services provided to other organizations. Both types will have underlying software in order to log, track and resolve any requests or tickets that are raised.
Due to the complexity and intricacies of call centers, staff members may frequently encounter challenges. Call center agents as well as customers may encounter some of the following problems:
- Finding an expert who can help. In order to find an answer, calls are placed, tickets are logged and customers are passed from contact to contact until the right person is reached.
- Call centers have to deliver quality service that meets customer satisfaction levels while working with a restricted or limited budget.
- Customers often spend time waiting in queues with multiple menu options to get help, even when they require a quick answer to a simple request.
- Agents may not have a way of easily tapping into similar requests that have been made. Information and knowledge needed may be difficult to find.
- When call center agents move into a different role it is difficult to retain the knowledge of that individual to benefit the community in the future.
So where does Yammer fit into the picture and how do Enterprise Social Networks help?
How Yammer Helps
Yammer acts a social layer above your service desk software and allows call center agents to accelerate the way in which requests are processed and resolved. Let’s take a closer look at some of the ways your Yammer network can help.
Agent Relationships: Traditional call center models are hierarchical, with a 1st line, 2nd and 3rd line type of setup. With Yammer, agents can connect directly with experts, allowing a request to be resolved faster than a traditional approach. In addition to quicker resolution timelines, this allows the team to have multiple relationships with the experts.
Expertise: Finding experts is easy in Yammer, as users can complete the expertise section in their personal profile section. If an agent is looking for a specialist in PCs or O365, they can quickly use the search function and find an expert. Finding experts that can help ultimately means getting to an answer sooner.
Knowledge Sharing: ESNs can be used to share information quickly and efficiently. This can mean sharing successes in resolving an issue or sharing strategies to manage customer interactions. By sharing stories, the rest of your team can learn and benefit from those experiences. Typically, sharing successes and information is missing from traditional call center systems today. With Yammer, your network becomes a knowledge hub that can easily tapped into by every call center agent.
What a Social Service Desk Can Do for You
It’s clear a social service desk can help to provide better service and give agents more tools to help customers. So what can you do to get started?
- Crowdsource answers to customer questions: Using Yammer to draw on the knowledge of the whole team can improve the speed and accuracy with which customer calls are answered.
- Ask questions and get answers, use search to find existing knowledge and avoid the need to escalate.
- Set up YammerFall so employees can see what questions are being asked to gain ambient awareness of trending issues.
- Increase your first call resolution targets and help meet your teams SLAs
- Capture and share customer feedback: Customer feedback captured by call center operatives in Yammer can be quickly shared with sales, ,arketing and product development teams to improve the customer experience.
- Improve engagement and productivity: Yammer gives everyone in the organization a voice to improve employee engagement, leading to higher motivation and productivity among call center operatives while also improving customer satisfaction.
- Capture knowledge in a role with a high turnover: Call centers typically experience high turnover so capturing experiences in Yammer is a great way to retain knowledge and speed up the onboarding of new hires.
- Connect team leaders: Connecting team leaders through Yammer enables them to share advice for getting the best from their teams and spot customer trends together.
- Connect with employees in other departments: Through Yammer, call center operatives can connect with colleagues in different departments to get answers to technical questions.
- Recognizing performance or leadership: Representatives are usually evaluated on call time and the number of calls attended to. Using Yammer Praise to recognize individuals helps to retain the best employees and increase morale.
So there you have it: the Social Service Desk in a nutshell! We’d like to hear your feedback on the future of social service desks. What’s your vision? How do you see the market evolving in the future?
Our next post, The Social Service Desk – The Future Of Call Centers? (Part II) focuses on customer stories.
This blog was created in collaboration with Marta Texidor & Yammer’s Customer Engagement team.