Open-access content
Friday 22nd July 2011
25 July 2011
Over half of FMs are happy with their current helpdesk and have no plans to upgrade the facility, according to the latest FM 100 Poll.
However, nearly 20 per cent said they had plans to upgrade in order to get more functionality, while 14 per cent are going to upgrade their helpdesk because it is part of a general upgrade of facilities.
13 per cent, meanwhile, said there were no plans to upgrade due to budget constraints.
A helpdesk is often the first real interaction that customers have with a business and so its performance is essential for creating a lasting first impression. But, as one respondent said, the helpdesk employees are often the last people to get any thanks for the work they do.
“I ran a helpdesk at my old company and it grew from two to 18 workstations,” he said. “I appreciate how difficult the task is and how you never get thanked for all the work you put in and the volume of orders you process. In our case, it was in excess of 10,000 orders per month, with probably over 40,000 calls handled.”
Helpdesks have become much more complex in the past decade, a respondent said. “We have one for our FM business, which operates on a dedicated basis for a number of clients who want exclusive phone numbers, proactive questioning and third party supplier management. Then, we have a general client helpdesk that takes and distributes work that we self-deliver on term contracts across all trade disciplines and geography.”
Apart from predicted calls for help, one FM said he had a regular call from a senior Whitehall civil servant who used it to enquire about his parking space. The bureaucrat would call to ask the helpdesk staff to check with security about the availability of his designated parking space. Apparently, the departmental minister would use it unannounced on some days.
Other news for Monday 25th July 2011:
Apollo and Keepmoat in £1bn merger
OFT investigates JLL and King Sturge merger
FM 100 Poll: FMs content with their helpdesks
Lindley wins Wednesday catering deal
FM blog: Lessons from the NOTW and Wayne Rooney?
Over half of FMs are happy with their current helpdesk and have no plans to upgrade the facility, according to the latest FM 100 Poll.
However, nearly 20 per cent said they had plans to upgrade in order to get more functionality, while 14 per cent are going to upgrade their helpdesk because it is part of a general upgrade of facilities.
13 per cent, meanwhile, said there were no plans to upgrade due to budget constraints.
A helpdesk is often the first real interaction that customers have with a business and so its performance is essential for creating a lasting first impression. But, as one respondent said, the helpdesk employees are often the last people to get any thanks for the work they do.
“I ran a helpdesk at my old company and it grew from two to 18 workstations,” he said. “I appreciate how difficult the task is and how you never get thanked for all the work you put in and the volume of orders you process. In our case, it was in excess of 10,000 orders per month, with probably over 40,000 calls handled.”
Helpdesks have become much more complex in the past decade, a respondent said. “We have one for our FM business, which operates on a dedicated basis for a number of clients who want exclusive phone numbers, proactive questioning and third party supplier management. Then, we have a general client helpdesk that takes and distributes work that we self-deliver on term contracts across all trade disciplines and geography.”
Apart from predicted calls for help, one FM said he had a regular call from a senior Whitehall civil servant who used it to enquire about his parking space. The bureaucrat would call to ask the helpdesk staff to check with security about the availability of his designated parking space. Apparently, the departmental minister would use it unannounced on some days.
Other news for Monday 25th July 2011:
Apollo and Keepmoat in £1bn merger
OFT investigates JLL and King Sturge merger
FM 100 Poll: FMs content with their helpdesks
Lindley wins Wednesday catering deal
FM blog: Lessons from the NOTW and Wayne Rooney?