Meet the Helpdesk Guys
Welcome to America’s top managed services helpdesk … where subscribers call as often as they want.
On a recent visit to Corporate Technologies “Helpdesk Central” I saw 12 Tier One specialists resolving 9 out of 10 calls on the spot, 3 Tier Two super sleuths for tougher problems, and 4 “alert-technicians” monitoring client networks in real time and resolving problems often before customers even know they have a problem.
Skills here match a Fortune 500 company’s internal helpdesk. These guys have seen almost everything before and resolve even tough issues efficiently. But most importantly, callers sense a different attitude. At Corporate Technologies callers are NOT fellow employees to work with but CUSTOMERS to serve. Customers get MORE patience, MORE respect, and BETTER all-around service.
Unusual customer questions: Besides computer questions they’re frequently asked “How come you speak English so well?” The answer is they’re Americans working in Minneapolis. This leads to the next unusual question, often asked by California customers: “How cold is it there?” For some reason this question comes up all 12 months of the year.
Hobbies: The most common hobby is home computing with an average of four home computers per employee! No kidding. These guys talk computers all day and then go home and play with their home networks.
Call flow: Mondays are the busiest and Fridays the least busy. The Thursday before the Fourth of July three day weekend was very slow. But on Monday they’ll be hammered again. Use this information to your advantage when you call.
What’s next? Maybe a “Helpdesk Guys Calendar” to help put a face with the voice.
Birds Eye View of the CT Help Desk
Corporate Technologies' Help Desk
