What is an IT Help Desk Evaluation?Dalbar works with firms that outsource their IT Help Desk to ensure that the vendor servicing advisors on their behalf meets or exceeds the service standards required within the service level agreement by providing objective, third party feedback.
Vendors will often engage Dalbar directly by proactively participating in this service and by offering to cover some or all of the costs in order to supply you with a third party measurement of the service they are providing.
Dalbar randomly samples calls from the help desk’s daily call activity. The IT Help Desk Evaluation can begin at any time during the year and permits deliverables to be provided at any time.
What are the Benefits of an IT Help Desk Evaluation?
- An independent, expert third party evaluation of service quality provided by the vendor
- Highlights strengths and provides tools for recognition
- Identifies weaknesses and details actions for improvement
- Provides insight on competitor service quality
- Supports the training and coaching of staff
- Provides a framework for internal management to assess vendor performance and determine quality/cost effectiveness of the engagement
- Provides a basis for incentive compensation for service quality
- Public recognition for industry leading performers
What does an IT Help Desk Evaluation include?
- An Executive Summary, highlighting strengths and weaknesses
- A Call Detail Report comprised of telephone interaction details
- Analysis by Dalbar’s Client Service Team providing feedback on areas of focus
- Recordings of the calls evaluated
What is the Cost to participate?The cost is based on the scope of the specific engagement. A discussion with a Dalbar representative is required in order to provide a proposal and price quote based on your firm’s needs and goals.