SOURCE: Bomgar Corporation

June 13, 2007 03:00 ET

Bomgar's Remote Desktop Support Increases Support Desk Capacity

Remote Support Appliance Increases Incident Handling Capacity of Existing Support Staff

RIDGELAND, MS--(Marketwire - June 13, 2007) - Recruiting and retaining qualified computer support reps has been increasingly difficult in recent years and, according to the U.S. Department of Labor's Bureau of Statistics, the problem will continue to escalate. Support managers should be looking for business models and applications that enable current support staff to handle more traffic as demand increases, without placing customer satisfaction and adherence to SLAs at risk. Bomgar's unique remote desktop support appliance has been proven to reduce call times by as much as 75 percent. It may be just the solution support execs are looking for.

The University of California Los Angeles reported a 70 percent drop in freshmen electing computer science as a major between 2000 and 2005. This, in itself, has made recruitment of support specialists difficult, a problem compounded by outrageously high turnover -- 33 percent for full-time staff, and 84 percent for part-time. As significant as the problem is now, according to the U.S. Department of Labor's Bureau of Labor Statistics, there is no relief in sight: the Bureau predicts the need for support specialists will increase by as much as 25 percent over the next 6 years.

Bomgar's clients have routinely increased the call capacity of support reps though the use of Bomgar's unique remote desktop support appliance, the Bomgar Box™. Interviews with Bomgar™ customers revealed that the appliance remedied some of their biggest time wasters -- connecting and configuring -- thereby allowing support reps to move onto handling the issue at hand. Reduction in call times ranged from 30 to 75 percent. This factor alone enabled a vast increase in support rep capacity. First call resolution also increased by 30 - 60 percent, thereby decreasing the number of sessions that require escalation to second tier support.

Interviews with Bomgar's clients also revealed an additional advantage -- support reps using Bomgar's remote desktop support appliance reported being less frustrated and more satisfied with their jobs, thereby reducing staff turnover.

For more information on how Bomgar's remote desktop support appliance can increase the capacity of your support desk, contact Melissa Dent at 601-519-0139,, or visit the Bomgar website.

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