Category: Help Desk Software

Essential Software to Improve your Business Reputation

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Essential Software for Business

When it comes to essential software for Business, a lot of organisations do not see help desk software as relevant for them. However, utilising the correct help desk software for your organisation, the benefits will far outweigh the cost.

Help desk software can improve productivity and add value to various areas of a business. By ensuring the product is correctly configured from the beginning, will provide a positive influence on the end users, IT service management, help desk staff, and the organisation as a whole.

Changing Business Landcapes

With the corporate industry forever changing, no matter what industry you are a part of, it is essential to keep on top of the complex changes coming your way, and the heightening demand for a better service. In the fast-paced business environment of today, straightforward tasks of the past, have now become complex. Take, for instance, maintaining customer relations. Some companies have support centres with only one or two people answering emails and telephone calls. They oversee all incoming problems, yet lack the essential software needed to combat enquiries.

Customer expectations and call volumes often exceed what the support staff can deal with. Customers often don’t know what to expect when submitting enquiries, or if the enquiry has been read at all. When a customer tries to call, being placed on hold or across departments cause frustration.  This leads to a waste of time for both the customer and the company. By not getting an answer, customers are left frustrated, and the company’s image will be tarnished by the experience.

Makes the Business More Reliable

Whether you are a small business owner, or managing a large corporation, your business cannot survive without providing quality support to customers. Essential help desk software is a powerful tool that allows a company to manage relationships with both existing and potential clients, in a simplified manner. The program provides an enterprise sized business a centralised platform to handle live chat, support ticket system, and email enquiries, with full audit detail.

Better Reputation

Help desk software comes with a range of functions and features that helps improve your reputation among your customers. Project an image that states clearly that you are serious about your business, and satisfying the needs of your customers is your number one priority. Through the transparency of a help desk software, your customers will see you as a legitimate business, and that is willing to engage with them, and get the feedback that will naturally improve the products and/or services you offer.

essential business management tool
Excellence in the end-user experience deserves a round of applause.

Improve Productivity

Use a Help desk software to assist your internal customers as well, as part of the standard IT service management, Human Resources, Facilities Team, and more.  That way, everyone becomes more productive, and there is less downtime inside your business. By giving your support team the tools they need, every day will improve overall morale and help productivity. A happy team is always something to strive for.

All Ticketing Systems in One Platform

Help desk software is an all-in-one software suite that provides all the tools your company needs. Not only that, it will integrate seamlessly with most CRM, social media, and communication tools.

Essential Software

As you can see, help desk software provides a lot of benefits to enterprise users. It is fast becoming an essential tool for all types of businesses, especially if the company interacts with customers online. In today’s working landscape, this counts for around 99% of businesses in some form. It will help keep customers satisfied and make the support team more productive.

Go to to read more about essential business management software.

Benefits of using an ITIL aligned ITSM solution

Although there are numerous benefits of adopting ITIL best practices in your ITSM, they need to be tailored slightly to adapt to different organisations, they are more of a guideline to best practices rather than a ridged set of rules. Many IT organisations choose to adopt only the operational processes such as incident management and change management. These are only a small part of the whole ITIL framework but can be very beneficial on their own. At this point of implementing a best practice framework it is good to make an overall strategy to understand the best approach to come up with a good fit for your organisation culture. Some ITIL recommendations might not be practical for every organisation however; when providing IT Service Management, ITIL best practices are a good place to start.

What does ITIL mean

Understanding the difference between ITIL and IT service management Software. This is not necessarily a comparative but more of what are the benefits of them being combined. IT service management (ITSM) is what an organisation would do to manage the information services they provide to their customers. IT service management software is not merely the software tool used it is also about the process, employees and technology used to provide that service. However, the right software is a key component to a good ITSM solution.

ITIL, IT Infrastructure Library, refers to a group of documents that were created to provide guidance and a structure for building an IT Service Management solution. ITIL best practices were established to define terminology used in the industry and to define the best practices for such IT Service Management.

Improved customer satisfaction and relationships

ITIL is designed to help your team to focus their attention on what the customers’ needs are and user experience rather than focussing too much on the technology issues. Increasing customer satisfaction leads to an improved and trusted relationship.

In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop shopping around and stick with companies who go above and beyond to create a fantastic customer experience.

Better reliability and quality of service

By adopting standards that are proven to work, service providers find it much easier to deliver services consistently to the agreed service levels, efficiently and effectively. Support teams can restore service quicker, reducing downtime and disturbance. Agents are also more capable of meeting their SLA’s, contractual, regulatory and legal compliance requirements. Working smarter is the key to solving issues and ensuring the wait on customers is at a minimum. It’s a known fact customers hate to be left waiting.

More Cost Effective

Properly implemented ITSM practices can significantly reduce an organisation’s cost by increasing integration across core business objectives.  This integration of core business objectives allows for a more thorough and effective operational efficiency through improved end-to-end organisational visibility. Operational efficiency and cost reduction are directly linked in this respect because they both deal with process management and recognising target areas for improvement.  The areas that will often improve include decreasing overall IT support costs, reducing recurring incidents, reducing average incident resolution time, reducing user down time, and improved disaster recovery time.

NetHelpDesk as an ITIL-aligned solution

By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk in a huge amount of applications. By implementing the system as an ITIL-aligned ticketing solution, several of our users have even gone on to gain ISO and BS accreditation, opening up a huge number of doors for their future operations. Below is a list of some of the features that we have that are aligned with ITIL best practices that can help your organisation on the path to better efficiency and effective operations.

  • Incident management
  • Problem management
  • Change management
  • Knowledge Management
  • Service Catalogue
  • Self Service Password Reset tool
  • CMDB
  • Reporting Suite

To find out more about NetHelpDesk as ITIL-aligned solution click here

The KPI’s you need to be measuring to stay ahead of the competition

The customer service KPI’s is one of the first things to report on when it comes to considering how things are going from a customer support team perspective. Unfortunately, many organisations focus on just one customer service metric and don’t think of the important aspects that also underline how that metric came about. By reporting on a just a single KPI it only tells a small part of the story of your customer support team’s performance, productivity, and customer satisfaction.

Agent behaviour

Another way of looking at things when deciding what KPI’s you look at is that if agents know what you are looking for, their behaviour will tend to sway in the direction of satisfying those KPI’s rather than what is for the best for your customers. For example, if you only measure tickets solved or handle time, then agents will likely strive to solve tickets as quickly as possible, and quality may suffer. If you only measure customer satisfaction (CSAT), they may go past the point of diminishing returns in the amount of time they spend on each ticket. To combat these tendency’s, it is worth choosing a set of customer support statistics that balance competing behaviours so that you can get a balance between the customer and agent experience that you strive for.

Key KPI to measure

Occupancy: This will keep track of the agent’s time spent throughout the day on tasks that are expected of them within the organisation.

Productivity: Although the specific definition will change in different organisations it in the end comes down to how many tasks are performed in a certain measurable time frame. Whether that is tickets solved per hour or phone calls followed up on throughout the day.

Solving timing: This is where the average time taken to solve tickets comes under report.

Customer Service: finally, this is where feedback from customers is key, there is little benefit in solving tickets as fast as possible and having your agents keeping the other KPI stats exceptionally high when the customer satisfaction is suffering. This can be measured by customer satisfaction surveys, timing they were first responded to and how they felt with the whole experience.

To get a good balance, as previously stated, you need to find a good balance between sets of KPI focus points. By only looking at occupancy for example you lose the view on whether they are spending their time doing what is expected productively. On the other side of things if only productivity is examined, what is the quality of the work or is their total available time being maximised?

Above is certainly a good place to start when looking for a balance but undoubtedly if you want a more in depth view of your performance you can dig deeper into your data.

It is also worth highlighting that the key component to considering KPI’s is to have the right software that allows for extensive reporting of your data. None of the above would be possible without the reporting tools so it is worth keeping that in mind should you be thinking of what software to use. Although the software is an important part, certain processes need to be put in place to ensure the right data is being gathered and stored to allows these reports to show a true light on your customer service.


For a software that can support all your KPI reporting needs have a look at NetHelpDesk with a free trial here

Traits to look for when hiring a Service Desk agent

Hiring an excellent service desk agent is just as important as having the right service desk software. Potential employees can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it’s helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful service desk agent to look for:

1. Customer Service Skills

The First and most obvious to most is a previous record of good customer service, it is paramount to the ongoing success of your service desk. Agents are the frontline of your company. Make sure they are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanour and keep a smile on their face day in and day out. You as an organisation are also a key part in ensuring they can keep a friendly image about your organisation by creating that atmosphere and culture from within will help your agents portray that in their dealings with your customers.

2. A Super-Fast Aptitude for Learning

Much of the technical know-how a service desk agent needs can be learnt. it’s easy to get caught up in the technical skills. But be aware this potentially limits your choice from the pool of potential candidates. Rather than looking solely for technical ability, you may also wish to seek out candidates with unexpected transferable skills. Remember that if the agent possesses a willingness to learn, there’s nothing that your knowledge base or training program, or one-on-one coaching, can’t teach them.

3. Knowledge Retention

The first protocol for an agent is to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorise a good amount of information about your organisation. By the time they get going on your service desk, they should at least know the ins and outs of your product or service and be on board with your brand’s philosophy.

Service desk agents should know when they can’t resolve the issue and who is the next line of support should they run into difficulties, a simple transfer of call or escalation of ticket, to the relevant person. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your candidates do not appear to be the type to be able to quickly learn and retain information, bringing them on board could be a stumbling block in your overall service desk efficiency.

4. Organisation

Agents that work in a busy service desk should be incredibly organised. They need to be able to jump between multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s questions and queries. Staying organised will help reduce errors during this process, ensuring that they are completing after call work efficiently and allowing them to address customer needs more effectively.

To make sure your service desk agents are organised, hire people who met all application process deadlines (i.e., arriving to the meeting on time, submitting requested materials, etc.) and have a track record of being organised. Once they are on the team, make sure they have the tools (i.e., service desk software that integrates with your business tools and an effective CRM and helpdesk solution) and the environment they need to stay organised. These things can make all the difference in customer satisfaction and your bottom line.


Benefits of Ensuring Customer Loyalty

We look at the benefits of ensuring customer loyalty. Although attracting new customers is all well and good, it is essential to look after those who have been loyal to you. Most sources estimate that it costs between four and ten times as much to attract new customers as it does to keep existing ones. Plus, loyal customers spend more than new ones.

In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop dating around and stick with companies who go above and beyond to create a fantastic customer experience.

Cost of new versus old customers

Fred Reichheld, a reporter for Bain wrote in his report “Across a wide range of businesses, customers generate increasing profits each year they stay with a company. In financial services, for example, a 5% increase in customer retention produces more than a 25% increase in profit. Why? Return customers tend to buy more from a company over time. As they do, your operating costs to serve them decline. What’s more, return customers refer others to your company. And they’ll often pay a premium to continue to do business with you rather than switch to a competitor with whom they’re neither familiar nor comfortable.”

Today’s consumers are influenced by social movements and empowered by technology and new communication channels (such as social media), buyers are better informed, less patient, and more demanding than ever before. As one company ups the customer service standards it influences the expectations of consumers of customer service from all. Consumers are more in touch with what is just a gimmicky marketing campaign to flatter them. They expect you to go above and beyond to show your gratitude.

Getting feedback

One way companies can maintain a more proprietary relationship with their customers is by opening the channels of communication to encourage feedback. It’s a truth that customers who feel heard feel appreciated. Even better than finding multiple ways to solicit feedback is using that feedback to make changes. Smart companies understand the feedback is a gift from their customers, especially the ones who have been with them for the long haul. Whether it’s asking about a recent experience with a product or service, or requesting information about what changes they’d suggest to improve the customer experience, soliciting and then acting upon customer feedback is a powerful relationship-builder.

Unified company interaction with the customer

By integrating a company wide help desk software, it can improve the readily available customer data on previous interactions with the product. The fluidity between departments collective information can only enhance the service that can be provided to customers each time they interact with the business. On the other side of things from an internal perspective, Tickets can be easily created and assigned to an internal support team by other departments.

The Support that your customers receive from your company can ultimately be the difference between returning customers who will refer others or customers that stay away and encourages others to follow suit. The Software your customer service representatives and internal support team can make a big impact on the service they provide. With the right resources in place, employees can see all the relevant customer interactions and history with the business and can enable a sense of personalization of their needs accordingly.

Multi Departmental software for any Industry

Ever wonder why you need so many different software solutions across numerous departments? They all do similar things but they just can’t quite cross over to different specific needs to various departments? What if we told you we had a solution to this very problem? Look no further than NetHelpDesk.

We have been trusted by many to implement our software across many different and unique departments. With a wide range of features ranging from asset management and smartphone apps ready to be used on the go, to things like auto assigning support tickets by qualification or specialisation.

Customisable to any Industry

NetHelpDesk can be tailored to literally any industry or company type. Some of our large global customer base include non-IT related companies, such as energy management, restaraunt chains, facilities management, human resource companies, and many, many more. You can customise fields and create new tables in virtually all areas of the product, and produce customised web interfaces for your end-users with all your own corporate branding.

Bespoke Development

No software fits your needs perfectly, and most help desk solutions will probably match between 70-80% of your requirements. It will also mean you having to change the way you work around the software. Not with NetHelpDesk! If it doesn’t quite fit your needs, we will make it fit with our developers always looking for ways to improve our software we can make what you need the next piece of work.

Some of our common Departments

  • Facilities Management

There are numerous features that have been designed specifically with facilities management in-mind. Alongside our main ticketing functionality, there are features such as smartphone apps, asset management as mentioned above but also google maps integration that are ideal for facilities teams. The smartphone app can be used to track tasks while on site and images can be uploaded of certain incidents right then and there. There is also an items and stock control feature that has come in handy for many of facilities management departments when they have the task of looking after all internally used stock.

  • Human Resources

Many Human Resource departments find NetHelpDesk particularly useful to securely track enquires and log sensitive information that can only be accessed by those given permission. Appointments can be scheduled with ease and displayed on your NetHelpDesk calendar or your integrated outlook calendar. Another aspect of NetHelpDesk that many of our current HR customers use is our time management functionality.

  • IT Departments

An IT department receive a lot of requests with numerous variances that need to be assigned to different people. This is when our feature to auto assign by qualification or speciality can be particularly useful when IT issues can be a very specialised area. Tickets can be prioritised to allow for those business essential IT problems to be rectified as soon as possible.



With so many amazing products on the market, our help desk software has already integrated with some of the biggest names in software, including QuickBooks, Sage, KashFlow, Xero, MAXfocus, Kaseya, N-able, LabTech, LogMeIn, TeamViewer, VNC, Remote Desktop and many more. Tell us which products you prefer to use, and we’ll help integrate it for you!

Centralise information from different applications into one, easy to use system. All the integrations are included as standard with your purchase of NetHelpDesk so need to worry about any additional costs.


For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

5 Ways NetHelpDesk can Benefit your Organisation

With things ever changing within the technology industry and about every other industry these days, it is essential to have software that is able to be customised and developers willing to update it as things change. Being able to request changes that you need specifically that will tailor the product for you and not just have to wait till it is worthwhile for the software to be updated to make it more business savvy for the supplier. At NetHelpDesk we look to provide the most personal service on the market, we can make the software fit around your needs but for now let’s have a look at some of the main features already incorporated in the product straight out of the box that your organisation can benefit from using.

Self-Service Portal

Everything is about speed today; Self-service is a way of life now in the 21st century. From Checking in online before travelling the world or ringing in your weekly grocery shopping at the ‘self-checkout’ aisle, customers are growing more and more comfortable helping themselves. This is where our self-service portal can come in extremely useful for your customers and you as an organisation. Customers can log in and log their issue then and there and check on the status of their ticket as time goes on. Another aspect of the self-service portal is the ability to share knowledge. This is where the benefits to the organisation are evident, when your customers have the potential to solve their issue by themselves. The result of it is cost effective for your organisation and time saving for both of you.


With so many different products on the market it is increasingly difficult to find a software that will integrate with all the other business apps that you use. Luckily, we already integrate with many of the popular business apps that organisations use. Some of these include QuickBooks, Sage, KashFlow, Xero, MAXfocus, Kaseya, N-able, LabTech, LogMeIn, TeamViewer, VNC, Remote Desktop and many more. The best thing about NetHelpDesk is you can tell us which products you prefer to use and we’ll help integrate it for you if we don’t already.

Reporting Data Analysis

The reporting capabilities of NetHelpDesk straight out of NetHelpDesk’s front-end Main Application interface is, essentially, ENDLESS! That’s no humble claim, and we don’t mean it to be.

Whatever you want to report on, you can. If NetHelpDesk holds the data, the report can be created, and available as a one-click on-demand, or built in to schedules for you, your team, members of your organisation, your Customers, or combinations of these options.

You always have full access to the database back end of NetHelpDesk to write all of your own reports in your report writing software of choice. We also have numerous reporting features, dashboards and Management overviews for you to benefit from, and are adding to these all the time.

Centralise Multiple Departments

With NetHelpDesk you can centralise your organisation’s work into one platform allowing for the distribution and access between different departments and teams. With so many different features available NetHelpDesk can be used in a wide range of departments. Pretty much any department that needs to track tickets or task and put a timeframe on these tasks to be completed by a certain time or date can use our software.

Work on the go

Access to help desk software whilst on the move, is ever increasingly important to businesses, whether supporting end-users in multiple locations, or even in your own business on multiple floors. The NetHelpDesk Windows application is enriched with other interfaces, all built with the purpose of accessing your data whilst mobile.

These interfaces include a Web Interface exclusively for your end-users you support, which is customisable to what you want them to see and how, a Web Interface for your operators or agents, who log in to support the end-users via a web browser anywhere in the world, an iPhone app, an iPad app, an Android app that can be used on smartphones and tablets, and redraws accordingly, and a Windows Phone and BlackBerry app.

Auto Assignment of Tickets

Organisations receive a lot of requests with numerous variances that need to be assigned to different people in different departments. This is when our feature to auto assign by qualification or speciality can be particularly useful when using the software across different departments or teams with different specialities. This allows for requests or issues to be resolved much more efficiently by putting them to the right person from the moment it arises.

If there is anything else you are looking for in a support software, get in touch and ask, we are confident we could help.

Effective Ticketing Software

An effective ticketing software can be the key to providing great customer service and help streamline your whole business if rolled out across different departments and sections. Customers’ expectations of support have never been higher with technology and industry standards being set. It is crucial that all organisations invest in their customer support to ensure they not only meet their customers’ expectations but exceed them.

When your organisation is looking to set up a ticketing system or seeking an improved software from the one you currently use there are a few features you should keep in mind while undertaking your search. A few of the most important include:

Ensure Support Tickets are Assigned to the Appropriate Staff

One of the biggest delay in response times is the inability for a ticketing system to auto-assign a ticket to the relevant member of a support team. This is particularly evident in organisations that have a wide range of specialists within their support team.

For some support issues, more than one agent may need to be involved and even sometimes from different departments. Having a ticketing software that is versatile across different departments makes the process of escalating issues and seeking information from other members of your team substantially easier and more efficient for staff. An easier and more efficient internal process can only improve the results for customers.

Respond to Requests Through Multiple Popular Channels

In the same way that customer support tickets can come with many different issues, those requests can come from many different channels. By allowing your customers to reach you by their preferred method improves the helpful impression you give your customers every day. Think twitter, live chat, email or phone, all methods should return a universal response therefore a software that can integrate with all potential channels is your best option.

You don’t want to have to handle request through each channel differently. Any customer support request can be created as a ticket from any channel and organised on one platform. This will ensure that a support request never slips through the cracks and unattended to.

In Depth Reporting

In Depth Reporting is an aspect of a ticketing system that regularly gets overlooked. In order to improve support operations, it is essential to be able to analysis your team’s effort. Choosing a ticket solution that provides in-depth stats can really change how effective a support service is and make target setting an easy task. A couple of metrics that managers and team leaders like to see include:

  • Staff time tracking reports
  • Ticket response reports
  • Client feedback reports
  • Top performers on the support team

The above-mentioned metrics aren’t the only reporting aspects that can be gathered, the options are endless and just about any data gathered could be tracked and therefore reported on within NetHelpDesk.


The ticketing software that you use has a huge bearing on how your organisation interacts with your customers and how various departments from within your organisation can interact with ease using the same system.

By choosing a solution with the features like auto-assign of tickets, in-depth report and support through multiple channels it gives your organisation the tools to create a successful support workflow. By providing your team with a system that allows them to bring about such success it will help motivate and make them more productive to produce all in all a better workplace.

Why not get a free trial of NetHelpDesk and see all what it can do for your organisation here

What is IT Asset Management?

Asset Management

The term asset management is very loosely interpreted. To be fair it depends a lot on the context that it is used in. If we were in a financial service institute the term asset would imply stocks, bonds, real estate and other financial assets. If I was speaking to an audience such as accountants for instance or anyone focused on tracking all the assets a corporation owns, they would assume I was talking in terms of enterprise asset management. This would include things like the buildings, machinery and fleet of vehicles that are capitalised and placed on a balance sheet.

When it comes to IT Assets, we refer to those assets that enable the IT side of your organisation to run day to day. In some cases, these technology assets might not be controlled by your IT department because it is extremely rare today that a company doesn’t use a software and hardware that is supporting development of a product or helping their business run more efficiently. Even by narrowing the definition to IT Asset Management there is still come confusion to consider. We need to differentiate between discovery and inventory tools. Discovery and inventory tools are used to scan the network looking for IP addresses. After one is found, it will run a scan of all installed software. If the tool uses an agent, the agent will be pre-installed on the device and a scan will be scheduled to run a specified schedule.

What is an ITAM database?

An ITAM database has three components to it – physical, financial and contractual. The physical aspect is where the physical info of an asset is collected using discovery and inventory sources to show data on those assets that are deployed. It will also take into consideration what IT assets are not deployed and are available in-house ready to be deployed if needs be or also if they are due to be retired. This stockroom info is typically logged manually by bar code readers or RFID systems if they are installed.

The second aspect of ITAM is the financial data. This data is often collected from a purchasing system/purchase order but can also be logged manually at the time of purchase. It indicates purchase order number, seller name, quantity, make and model, cost at time of purchase, depreciation and other financial attributes should they be needed. Tracking financial attributes about an asset is beneficial to understand total cost of ownership, return on investment and allocate costs to projects and IT business services. Being able to look at these attributes against projects etc. allows an organisation to understand technical debt accompanying legacy applications, for example on the mainframe, and enable improved decision making about end of life for an asset.

The third aspect of ITAM is the contractual data. This is often collected from the reseller directly from the supplier or from a contractual management system if one is in place. This would include version number, licence entitlements, type, vendor SKU, training days, service levels and other important contractual facts. There can be slightly different info gathered if it is cloud or software as a Service purchase but generally they follow most of the previously mentioned headings.

Software and hardware asset management

An information hub is created using the data sourced from software and hardware assets. It is irrelevant if the data is related to software, hardware or services associated with that equipment, it is stored centrally anyway. Software asset management and hardware asset management is a subset of ITAM. We need such access and visibility to our organisations hardware to ensure that software is installed in compliance with license agreement, without the access to hardware visibility this would-be a near impossible task to undertake. Similarly, without insight into contract SLA’s and integration into IT service management tools, that provides incident and problem management info, it is difficult to do effective vendor and performance management.

As with most things, technology is evolving at an extremely rapid pace and therefore the definition and interpretations that we use today will seem out-dated when new developments come along. This will become more evident when artificial intelligence takes over ITAM.

Optimizing your Help Desk Call Queue

One of the most frustrating part of seeking support as a customer is the wait on the end of the line for your call to be picked up by an agent at the help desk. That symphony music on repeat being interrupted to let you know that ‘none of our agents are available’. In turn the longer a customer waits, the more your value drops after their expected waiting time has passed.

We’ve all seen the comic pieces drawn about the call centre wait and heard the many complaints about how long ‘I was waiting to speak to a support agent’. Sometimes it can feel like a random selection if your call is answered that you wait that long surely people must be jumping the queue, however that is not the case. Call centres use an Automatic Call Distributor (ACD) that lines up calls in a queue in order that they were made in. These calls are then assigned to agents in that order. Below are a few ideas on how to optimize your call queue.

Integrate your work flow

One reason for the wait time being excessive is if agents are spending too much time with each caller. This doesn’t mean that the agent is bad at their job it more often than not means that there is a lack of efficiency with information being readily available. If an agent has to switch between different applications searching for the client each time it can take up valuable time. This is where an integrated system can be of huge value. Imagine the time saved having all you’re the caller’s information and previous interactions all on the same screen in front of your agent. The process will become more efficient and satisfying for the caller.

Streamline your IVR Menu

An extensive and complex IVR menu can be the first cause of a call abandonment as customers just get fed up of listening for options to choose. Studies show that more than three levels of IVR is a deal breaker in most cases. Callers tend to lose track of where they are along the IVR path which leads to them not arriving at the final destination they are searching for. IVR can be one of the best assets but needs to be well thought through and used in an efficient manner to get the caller into the appropriate queue. Look at that, we’re already cutting down on our agent’s time trying to find out what they need.

Caller options

First option for a caller is ultimately to speak to an agent. In the instance where an agent is not readily available the caller should be notified and given some options so as they don’t feel they are waiting endlessly. Alternative options for a caller can include things like requesting a call back from the call centre or the ability to leave a voicemail so therefore an agent who can deal with their query can get in touch once they become available.

It is essential that if these options are offered that the return call is certainly made! Failure to do so can have a huge impact on your CSAT score and a business’ reputation.

Create flexible call flows

A flexible call flow can be one of the most important elements of your call centre. When you’re looking for a call centre software it is worth assessing the ease at which a flexible call flow can be put in place. Directing agents, groups and external customers to the right flow can play a vital role in boosting your call centres efficiency. Offering a seamless end-user experience to your clients can create fantastic benefits.


A strong workforce can be key to optimizing a call centre. Reporting on performance can be extremely beneficial to see who is making the difference. Things to look for is agent performance based on wait and hold times and overall handling times. It is essential to have the correct number of people to manage your volume of calls. If a workforce is stretched it has no benefit for either side. It is better to invest in retaining and potentially growing a customer base rather than doing nothing and lose existing customers.

Get in touch with us at NetHelpDesk to find out how we can help with your software requirements to help you optimize your call centre.