SOURCE: Bomgar Corporation

June 10, 2008 03:07 ET

Help Desk Support Software Has Significant Impact on Call Center Efficiency

Bomgar's Remote Access Software Routinely Reduces Call Handling Time While Increasing First Call Resolution

RIDGELAND, MS--(Marketwire - June 10, 2008) - According to recent research, labor represents the lion's share of the contact center budget and a significant portion of overall operating costs. Corporations large and small are advised to invest in technology and other resources than enable contact center staff to increase efficiency. Bomgar's help desk support software offers an unparalleled opportunity to forward such initiatives.

The research, conducted by the International Customer Management Institute (ICMI), comprised models for small, medium and large contact centers based on a compilation of data from various sources including surveys and benchmarking studies. Small centers were defined as those having 50 staff in one location, medium as 200 staff in three locations, and large consisted of 350 staff in six locations. They had an annual growth of 2.5%, 5% and 7.5% and operated 8 hours/5 days/week, 10 hours/5 days/week plus half days on Saturday, and 24/7, respectively.

Labor represented 90% of the contact center budget and two-thirds to three-quarters of the overall operation budget. The authors' recommendations included focusing on staff productivity and investing in technology that would reduce call handling time.

Bomgar, providers of the only appliance-based remote support software in the industry, offers corporations a unique opportunity for technical support staff to handle more calls in less time on several fronts: Bomgar customers report a reduction of 20 - 90% in total call times, call escalation to second tier support is reduced by up to 90 percent, and first call incident resolution is increased by 20 to 85 percent.

ICMI's research also showed that technology spending ranges between 2.6% and 5.9% of the overall budget. With 90% of call center budgets and 60% - 75% of the overall budget going to call center labor, money spent on help desk support software and other technology that increases personnel efficiency could have a huge impact.

ICMI also recommends that companies make spending decisions based on the long term rather than tactical so immediate budgetary concerns don't compromise long term goals. Although Bomgar's help desk support software does have significant financial advantages on the long term, cost comparison indicates that the investment may well pay off in the relative short term as well.

For more information on how Bomgar's remote access software can help increase the efficiency of your technical support call center employees, visit the Bomgar website.

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