Remote Desktop Support Pivotal for Problem Diagnosis and Resolution

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New Research Highlights Critical Role of Remote Support Diagnostics Capabilities

A new benchmark study conducted by the Aberdeen Group revealed that call center and service management executives view the ability to triage, diagnose and resolve problems as their number one after-sales service call center challenge. According to this research, enhancing these skills in the call center could save even small support organizations up to $1.5 million annually in technician dispatching costs alone. NetworkStreaming's remote desktop support solutions can help meet this challenge.

The study, Shoring up the Front Lines of Product Service: The Call Center, conducted in August and September, 2006 on 150 call center and service management executives, revealed that while 79 percent of companies view the ability to triage, diagnose and resolve problems as their number one call center challenge, only 51 percent are satisfied with their call center's ability to do so, with only 13 percent very or extremely satisfied. More than 82 percent of the participants stated that optimizing their call center will become even more important in the next two years, with customer satisfaction being the key driver in making the improvements.

The study also gathered performance metrics of best-in-class, average and below average call centers and calculated the benefits of upgrading to best-in-class. Successful diagnosis in the call center ranged from a low of 40 percent for the below average performer, which represented 30 percent of the respondent companies, to a high of 77 percent for best in class. Calls completely resolved in the call center and therefore not requiring on-site visits rose from 26 to 63 percent and the average time incident resolution time dropped from 26 hours to only 9.5. SLA compliance for best-in-class went up to 89 percent, and percent of revenue spent on total product service costs was cut from 36 to 14 percent.

NetworkStreamings remote desktop support solution could have a significant impact on achieving best-in-class call center metrics. Being able to see the end-user's computer monitor during a remote support session facilitates fast and accurate diagnosis, increases first call resolution and reduces the need for both incident escalation and onsite visits. This unique appliance-based remote support solution saves additional time for both the support rep and end-user as it requires no installation or configuration on the remote computer, connects to any computer anywhere within 10 seconds and does not require the presence of the end-user to reboot and reconnect at any time during the remote desktop support session. Each of these factors reduces the total product service costs on a solution which, according to a recent comparative cost analysis, already has a significantly lower total cost of ownership than other remote desktop support solutions on the market.

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Melissa Taylor Dent
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