Outsourced Help Desk

Paper Summary:

In this article, the writer notes that to partner with and increase the efficiency, profitability and reputations for responsiveness and accuracy of your valued clients through a continued and passionate commitment to fulfilling their outsourced help desk and customer service needs is the main purpose of the Learning Team Company's website. The writer maintains that for the Learning Team Company to be successful with their website initiative, there must be a strong foundation within the core business model first. The writer maintains that this must include accountability, transparency and visibility to clients on a 24/7 basis of how their outsourced help desk projects are performing.

Outline:
Statement of Purpose
Customer Service Mission
Web Host Selection
Website Content Development
Website Differentiation
Attracting and Retaining Potential Customers
Global Exposure of the Learning Team Company Brand
Conclusions and Recommendations

From the Paper:

"Learning Team Company's customer service mission is to become the new standard by which online help desk providers are evaluated, specifically through the use of analytics of call center results, including periodic call center users' levels of customer satisfaction. Our mission is to deliver the most efficient and economical virtual help desk services for our clients, strengthening this mission through the use of SLAs based on agreed measures of performance with our clients. In addition to based on our contracts on the actual results achieved relative to SLA performance levels, transparency through the use of analytics applications that have dashboards viewable by clients over the Internet makes the Learning Team Company unique."

Sample of Sources Used:

• K L Choy, Kenny K H Fan, Victor Lo. (2003). Development of an intelligent customer-supplier relationship management system: The application of case-based reasoning. Industrial Management + Data Systems, 103(3/4), 263-274. Retrieved December 10, 2007, from ABI/INFORM Global database. (Document ID: 346768511).
• Linda L. Pistole, A.W. Bragg. (2005, July). Making IT Outsourcing Work for Smaller Enterprises. IT Professional Magazine, 7(4), 12-17. Retrieved December 10, 2007, from ABI/INFORM Global database. (Document ID: 1027876861).
• Kim Ann Zimmermann (2002, November). Call centers rely on rapid response. KM World, 11(10), 24-27. Retrieved December 10, 2007, from ABI/INFORM Global database. (Document ID: 239939161).

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