The control table is a crucial component for your company to achieve quality service goals. The key to the success of customer service, whether internal or external, is for the company to maintain its operations at maximum efficiency and operate for as long as possible.
In addition to having the capacity for immediate reaction, by operating under international standards of best practices, the control desk has a practical approach that allows you to anticipate incidents and create strategies to optimize the servers and processes of the products your company offers.
Definition of Control Desk
The Control Desk is a work team, a point of contact between the company's users and the standard technologies adopted by the company, and whose main objective will be to respond in a timely, efficient and high-quality manner to the requests made by said users, in relation to the various aspects of Information Technology.
Types of Control Desk
There are several types of control table depending on its purpose.
Fulfillment Centers
They carry out activities of storage, light assembly, and picking, packing, and shipping activities. This is usually done as a result of transactions originating from one or more contact centers.
Business Process Outsourcing Operations
These operations consist of a variety of service functions including account registration and activation, records management, claims processing, refunds, and other similar functions.
Archive Management Centers
Control of loans, returns, integration, removal of files from a concentration or temporary file.
Of course, these control desks aren't necessarily going to be for you, but your operation will require some sort of similar organization that will make the way your business runs much easier.
Categories
- Immature: This Control Desk manages and performs measurements of:
- Input and output volumes of the process.
- Process quality (Accuracy and consistency).
- Processing time per unit.
- Costs
- Controlled: This control table, more powerful than an immature one, manages and takes measurements of:
- Productivity (Resources/products or services).
- Process quality (Accuracy and consistency).
- Service level.
- Costs
- Income.
- Highly Technological and Controlled: This is the most specialized and complete type of Control Desk. It manages and performs measurements of:
- Productivity (Resources / products or services)
- Process quality (Accuracy and consistency)
- Service level
- Costs
- Revenue
- Customer satisfaction
- Rental income
It goes without saying that the way to manage and measure these activities will vary from company to company and from product to product, but having a Control Desk is not optional if you really want to prosper.
Don't worry if you can't have a highly technical and controlled control desk right from the start. Your organizational system should be as large and specialized as your operation requires, no more and no less.
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How do I know if my Control Desk is not working properly?
There are several symptoms that, if detected, must be taken very seriously and eradicated immediately. Some of them are:
- Constant claims and complaints from users.
- Requests are not handled as expected or precise delivery dates cannot be given.
- The object that manages the table (supplies, books, files, parts) cannot be located within the process.
- Visually, disorder is perceived (objects/files out of place).
- Control Desk staff are distracted by activities unrelated to their function (messenger, stationery, meeting room control)
- Errors in deliverables.
- Control desk operators cannot clearly explain their functions and the business rules they apply.
Reports
Part of the Control Desk service is the delivery of periodic reports, which reflect the historical activities and the level of compliance with them. Likewise, these reports allow the visualization of situations to be improved for both the Client and the Control Desk and make the necessary changes.
In The report identifies the requirements according to their scope, type of report, service modality and statistical graphs, in addition to a list of the most frequently generated reports in the month. As attached data, these reports must include the various analyses of results regarding the periodic management provided by the Fault Record Management system.
Main objectives of a control table
Among the objectives of the control desk is to be the central point of contact between your service team and the user of the software or even the customer who made or will still make a purchase with your company. Therefore, It can be said that the control desk is considered a function and not just a process.
We can then say that the main objectives of a control desk are:
- manage, coordinate and resolve incidents as quickly as possible;
- provide first level support, that is, the first contact with the user or consumer;
- act as a single point of contact for all IT services consumers;
- maximize service availability;
- restore services as soon as possible;
- provide support to business systems;
- assist in incident management and problem management;
- integrate with other enterprise IT service management processes;
- act as a knowledge base;
- perform analysis and follow-up of all incoming incidents;
- meet service level agreements (SLAs);
Unit of analysis
The function of a Control Desk Software Administrator or Analyst will be to carry out a monthly analysis of Indexes and Data, the objective of which is to evaluate the behavior in There of all the Indices defined in advance in the details of procedures, according to service agreements, promptly alerting any deviations that may occur, and generating proposals for corrective actions.
In addition, the company must provide a survey service to users according to their sector, which includes conducting semi-annual surveys of all users associated with the service, in order to identify weaknesses in the service and establish continuous improvement. The survey format can be developed in conjunction with the client.
My name is Javier Chirinos and I am passionate about technology. Ever since I can remember, I have been interested in computers and video games, and that passion has turned into a job.
I have been publishing about technology and gadgets on the Internet for over 15 years, especially in mundobytes.com
I am also an expert in online marketing and communication and have knowledge in WordPress development.