New technology and the Help Desk: Research into how new technology could be used to improve the efficiency of the Customer Services Help Desk at Cheshire County Council

Abstract

This research identifies different technologies used to assist with the management of help desks, including Call Management Software, Problem Resolution Systems and Computer Telephony Integration, showing how they can improve efficiency. The requirements of the help desk at Cheshire County Council are identified by analysing the current system and by sending a survey to the customers. The survey also attempts to establish whether the use of new technology would be acceptable to the customers. A pilot study, giving staff in Social Services access to a list of FAQs (Frequently Asked Questions) was set up to gauge the effectiveness of a simple problem resolution system, however because of the pressures of other work on support staff this has not yet been completed. The research showed that the new technologies would not be beneficial unless the information held (particularly the contact database) is accurate. The failure to implement the FAQ in Social Services highlighted the problems of allocating the resources needed to achieve this in an organisation where staff are under pressure solving current problems. Providing the contact database is maintained and a knowledge base set up, with procedures in place to ensure the information is correct and relevant, then replacing the problem management system and introducing a problem resolution system could potentially improve the efficiency of the help desk. This would be achieved by giving management access to the relevant information to enable them to make decisions, increasing the spot rate (calls answered on first call) and by reducing the time to log calls. Recommendations are made for introducing changes and for further research.