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NTR Cloud Improves Enterprise Help Desk Metrics

Tools

Posted January 25, 2011

2011 Priorities: Increase First Contact Resolution (FCR) and Decrease Support Costs

  • 30% of a contact center’s cost defined by FCR
  • 50% of customer dissatisfaction stems from being passed from agent to agent
  • 85% increase in repurchase intention from customers who are dealt with quickly and effectively

BARCELONA, Spain & DALLAS--(BUSINESS WIRE)-- NTRglobal enables help desk customers at midsize, large enterprise and government agencies to improve First Contact Resolution (FCR) rates by more than 75 percent of total call volume while reducing technical support costs by more than 60 percent.

Why is First Contact Resolution Important?

“FCR is a driver for excellence in any support organization and has a powerful, positive ripple effect and impact on all of the other performance and financial metrics,” said Pete McGarahan, consultant at McGarahan and Associates. “Service organizations can create loyal, profitable customer relationships by quickly turning a problem into a solution on the first contact. NTRsupport is the tool utility belt for today’s help desk who is working hard to deliver quality services to happy customers cost-effectively.”

Increase First Call Resolution and Enhance New Business

"NTRsupport has changed the way we do business at Northbrook Consulting Group,” said Donald L. Joseph, president of Northbrook Consulting Group. “We are able to be more responsive to customer needs; reduce on-site sales and support visits, increase first time call resolution, improve customer service, and achieve our goal of using NTRsupport to gain new customers."

Using NTRsupport, IT support and help desk professionals can connect with customers and employees in seconds to resolve technical support issues without the need for pre-installed software. NTR Cloud offers fully loaded support tools with advanced diagnostics, collaboration and reporting tools to accelerate problem identification and resolution on PC’s, Macs or smartphones on-demand. These tools also include:

  • Quality and silent monitoring for all media to enable optimal training and service delivery.
  • End-of-call customer polling through agent script for specific incident review.
  • Automated survey and follow up after customer contact to ensure customer satisfaction.

NTRsupport helps technicians virtually resolve more issues remotely, thus reducing backlog, level 2 escalations or worse, costly equipment returns.

For more information about NTRsupport Ultimate or a free trial please visit: www.ntrglobal.com.

About NTRglobal

Millions of users rely on NTRglobal for its flexible, modular NTR Service Desk and NTRsupport to manage hundreds of thousands of devices. The NTRCloud integrates seamlessly with MSPs, Enterprise Help Desks and OEM Partners to deliver global IT management, automation, remote access and support services. Protect your data through NTR extensive SSL network and ISO 27001-certified data centers spanning the Americas, EMEA and Asia Pacific.

Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=6583760&lang=en



CONTACT:

NTRglobal
Heidi Wieland
Director of Communications
805-722-7413
hwieland@ntrglobal.com

KEYWORDS:   United States  Europe  North America  Spain  Texas

INDUSTRY KEYWORDS:   Technology  Data Management  Hardware  Internet  Networks  Software  Telecommunications  Other Technology  Security  Mobile/Wireless

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