4 Questions You Should Ask To Potential Student Support Service Provider
Onboarding a student support service provider isn’t an easy feat. Placing your trust in an outsourcer for handling your student support itself is a task. There’s always a hesitation whether the help desk support service provider would be able to provide your end-users the support they expect from your institution. Even when you finally cross that bridge, there are always so many options to choose from- automated help desks, overseas help desks, onshore help desks, help desks based out of universities, Software as a Service (SaaS) helpdesks, etc. This makes the whole selection process an overwhelming experience.
If you are planning on outsourcing help desk support, below are the four questions you should be asking your service provider:
What is the Student Retention Rate while Opting Student Support Services?
You should ask your help desk service providers what are the criteria they have for hiring their staff, how much do they pay them, what’s the training procedure, how many of the agents are certified professionals, how adept are they at handling customer service issues, whether they have any subject matter expertise. Above all, ask them what’s their employee retention rate. Try to get to know if they treat their staff as valuable resources because of how these help desk agents are treated by their employer has a direct impact on their service levels for your end-users.
What Is Their First Call Resolution Rate?
All help desk support requests can’t be resolved in the first instance itself. There are issues that are quite complex and need continuous attention before they are resolved. But when the first service level team can resolve issues quickly in the first instance itself, it is an indication that they are adept at what they do. It also shows that they are knowledgeable and the organization is focused on end-user satisfaction. A lesser number of escalated tickets means that the first responders are experts at handling the technical issues that arise at an institution. The more qualified the first responders, the more cost-effective the solution will be for you.
Do First Level Responders Have Remote Desktop Access?
Out of all the myriad service tools available, a remote desktop solution is one of the most important. A remote desktop solution lets an agent access an end-user desktop and has first-hand knowledge of the issue being faced by the caller. When the agent is able to view the caller’s desktop, the agent doesn’t have to rely on the back-and-forth exchange of information. It also allows for a much faster resolution of the end-users’ issues. Service desks that offer remote access only to higher-level responders limit the effectiveness of the front-line team.
What Are Their Working Hours?
Technical emergencies can arise at any time of the day and your end-users need to have access to Help Desk assistance at all hours. You should look for a vendor that can provide you support round-the-clock since your end-users might need it at any time of the day. You should make sure that the service provider has all the tools, resources required to best fit your institution.
While every organization has its own unique challenges and requirements, these four questions can still give you an idea about the prospective service provider’s capabilities, response times, expertise, and focus on end-user satisfaction. With this information, you can choose a provider who will be the right fit for your institution.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.