With more intesive work and more clients to keep happy, we have decided to introduce a new 'Support Desk' system within the office with the aim of allowing each member of staff to concentrate on their work without being interrupted every 5 minutes with telephone calls of varying importance.
Each day a different member of staff will be manning the 'Support Desk', and will take all calls, including new business enquiries, minor issues, emergency problems and anything else that may arise.
The 'Support Desk' will then note down the enquiry and then pass on the details of the call to the relevant member of staff so that they can then fix the problem, or callback the client at a convenient time to get more detail regarding the enquiry.
This system is in implementation as of now.
The benefits of this system to both ourselves and our customers are as follows:
- Minor issues can be priortised and dealt with as a bunch later in the day/week if there are more pressing issues to attend
- Major problems will be passed directly to the relevant staff member to deal with as soon as possible
- We should be able to make progress with projects faster and more efficiently as staff can concentrate on the task at hand without interruption
- All 'Support Desk' staff have knowledge of all of the projects we work on, and should be able to help you with any enquiry