Helpware’s Post

Suggestions for Improving IT End-User Service at Unominda Based on my experience with outsourcing, here are some recommendations to enhance IT end-user service at Unominda : 1. In-House IT Team or Strategic Partnership: Consider in-house IT: Having a dedicated internal IT team can provide more direct control over service quality and compliance. Strategic partnership: If an in-house team isn't feasible, form a strategic partnership with a reputable IT service provider that aligns with your company's values and culture. 2. Clear Service Level Agreements (SLAs): Define expectations: Establish clear SLAs outlining response times, resolution timeframes, and service availability. Regular review: Regularly review and update SLAs to ensure they meet evolving business needs. 3. Employee Training and Empowerment: IT literacy: Provide employees with basic IT training to enable them to troubleshoot common issues independently. Self-service portal: Implement a self-service portal with FAQs, knowledge base articles, and troubleshooting guides. 4. Robust Incident Management Process: Efficient ticketing system: Use a reliable ticketing system to track and manage IT incidents effectively. Prioritization: Implement a clear prioritization process to ensure critical issues are addressed promptly. 5. Regular Performance Monitoring and Evaluation: Key performance indicators (KPIs): Track KPIs such as average response time, first call resolution rate, and customer satisfaction. Periodic reviews: Conduct regular performance reviews to identify areas for improvement and address any issues. 6. Compliance and Governance: Adherence to laws: Ensure that the IT service provider complies with all relevant labor laws, including PF deductions and medical insurance. Regular audits: Conduct regular audits to verify compliance and identify potential risks. 7. User Feedback and Satisfaction: Surveys and feedback mechanisms: Gather feedback from end-users through surveys, feedback forms, or one-on-one discussions. Continuous improvement: Use feedback to identify areas for improvement and make necessary adjustments. By implementing these suggestions, Unominda can improve the quality and efficiency of its IT end-user service, leading to increased employee satisfaction and productivity. Nirmal K Minda Uno Minda #ITServiceImprovement #ITSupport #ITHelpDesk #TechSupport #CustomerService #EndUserExperience #UserExperience #ITInfrastructure #ITManagement #ITOutsourcing #ITConsulting

Did you know that it is possible to completely and safely outsource your CS department? At Oyinit 🐝, we offer complete outsourcing resources for your Customer Success (CS), ensuring that every interaction with your customers is humanized, empathetic and managed with excellence.  We operate in a format composed of global teams, with an authorial method of retaining talent, with employees who are experts in CS 2.0, prepared to optimize your customer service, providing continuous 24/7 support with total data security and compliance. 🚀 All under the management of Concierges Managers, senior and multilingual professionals, who solve and filter, so that the minimum amount of demands possible reaches your internal departments! Let Oyinit take care of your CS, while you focus on what really matters: making your business grow! ✨ #multilingual #globalrecruitment #leveragingglobaltalent #digitalrecruitment #expandyourreach #breakculturalbarriers #buildyourteam #oyinit #cs #customerexperience #CS20 #b2b #CS #technology #global #outsource

Get the pulse on the hottest trend in the Middle East! 🌍 Vox Ventures loves keeping you abreast with the latest in tech. The contact center outsourcing market in the Middle East is experiencing an exciting growth spurt with big guns like IBM, Conduent Inc., Teleperformance, and CGS Inc firing on all cylinders. 👀 Don’t let your FOMO get the best of you - our much-anticipated report shines the spotlight on industry trends and analyses that will give your business that extra buzz. Stay ahead of the curve with smart, effective, and efficient customer support solutions that could be your golden ticket to success. 🚀 Can't wait to find out more? We have all the details in our article. Follow the link below to get your tech fix. #ContactCenter #Outsourcing #MiddleEast #CustomerService #IBM #Teleperformance #CGSInc #BusinessInsights https://vist.ly/3mhu2qh

🌐 The Digital Pulse of Today's Tech Support 🌐 Ever wondered how the rapid shifts in technology are redefining the role of IT professionals like us in tech support? My journey as a Service Desk Engineer at AM/NS India Pvt. Ltd. has offered me a front-row seat to these transformations. From handling traditional IT support tasks to embracing remote support operations via i-desk platforms, the evolution is palpable. Here's what I've observed: The shift towards remote problem-solving increases efficiency and allows us to resolve more issues in real-time. There is a growing importance of maintaining Service Level Agreements, emphasizing not just resolution but also timely engagement. What trends are you observing in your IT sector, and how are you adapting to these changes? Let's share insights! #TechSupport #ITProfessionals #ServiceDesk #RemoteSupport

Need help selecting the best countries for outsourcing in 2024? Our latest blog explains everything you need to know! "While locations such as India, the Philippines and Mexico have historically been popular, market oversaturation is causing companies to look to greener pastures such as Jamaica, Guatemala, and South Africa." - Jana Lewis, VP of Sales at Advanced Call Center Technologies, LLC Read more about the 7 key factors to consider when searching for the ideal countries for outsourcing: https://lnkd.in/gBXw9JUt #CX #EmployeeOwnedBPO #ESOP #TotalExperience #TX #BPO

Outsourcing call center services to the Philippines can be a strategic decision for businesses looking to improve customer service and efficiency. By addressing common questions and concerns about outsourcing, companies can better understand the landscape and confidently leverage the benefits of partnering with call centers in the Philippines.

"Decision Making at a Strategic Level" is commonly listed as a key requirement for many C-Level or Executive roles. 🏦 So here is one for those of you, who work in the Contact Centre Environment. If you are tasked with - * Savings costs 🪙 * Growing your client book 📈 * Launching a new product 🚀 * Embedding new technology (Bot's/AI) 🤖 or * Supporting Customer Migration/Transformation 🛤️ A possible solution maybe - outsourcing to a BPO. But were do you start when considering In-house growth Vs Outsourcing? 🤔 * Am I comfortable giving up full control of the customer experience and quality compliance/governance? 🛂 * Some BPO's can save costs by 50%, but at what price? 📉 * What damage will this do to in-house career pathways and engagement? 🙋 * However if I deliver this project - I am showing flexibility, speed of implementation, diversification, enhanced contingency planning etc.🤹 Take 5 minutes to read this link. You may find yourself in a strategic meeting soon, BPO's may come up - you will thank yourself for adding some knowledge towards contributing to this debate. 📚 As a leader who has worked In-House at RBS with Firstsource as our BPO , as well with Computershare and Webhelp as the BPO for Clients at Start Mortgages and Egencia. 🤝 I have experienced, learned and stored vast skills and connections to help you on any journey you find yourself with BPO's.🧑🎓 Let's talk - drop me a message and we'll make things happen. #StrategicDecisionMaking #Awayke #ToBPOorNotToBPO #ContactCentre #TimeToCoach #ReadToLead #BeResourceful #IndustryExpert

As an advocate for outsourcing, I've seen the transformative impact it can have on businesses, particularly in the realm of customer support. By strategically leveraging offshore talent, companies can unlock a whole new level of service delivery. Imagine providing instant support to customers in any time zone, resolving issues quickly and efficiently, and freeing up your internal teams to focus on strategic initiatives. That's the power of outsourcing. It's not just about cost savings; it's about building a more responsive, agile and customer-focused organization. And in today's fast-paced world, that's a recipe for success. https://hubs.la/Q02WLsZ-0 #MicroSourcing #offshoringsolutions #customerservice #customercentric #businessefficiency #globalworkforce #customersuccess

𝗜𝗻-𝗛𝗼𝘂𝘀𝗲 𝘃𝘀. 𝗢𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲𝗱 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: 𝗠𝗮𝗸𝗶𝗻𝗴 𝘁𝗵𝗲 𝗥𝗶𝗴𝗵𝘁 𝗖𝗵𝗼𝗶𝗰𝗲 As someone working in a BPO offering top-tier customer support services, I often get asked about the benefits of outsourcing vs. maintaining an in-house support team. Here are some key points to consider: 𝗜𝗻-𝗛𝗼𝘂𝘀𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: - 𝗟𝗶𝗺𝗶𝘁𝗲𝗱 𝗥𝗲𝘀𝗼𝘂𝗿𝗰𝗲𝘀: Slower response times, lower satisfaction. - 𝗛𝗶𝗴𝗵 𝗖𝗼𝘀𝘁𝘀: Expensive recruitment and training. - 𝗦𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗜𝘀𝘀𝘂𝗲𝘀: Hard to scale during peak times. 𝗢𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲𝗱 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: - 𝗖𝗼𝘀𝘁 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: Lower expenses, no training costs. - 𝗦𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆: Easily scale to match demand. - 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲: Skilled professionals handle complex queries. - 𝟮𝟰/𝟳 𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆: Around-the-clock support for global customers. - 𝗙𝗼𝗰𝘂𝘀: Internal team can concentrate on core tasks. Outsourcing ensures high-quality service, efficiency, and cost savings. Ready to elevate your customer support? #Outsourcing #CustomerSupport #BusinessGrowth #BPO #Efficiency #CustomerExperience