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Help Desk Support when your remote workforce need it, the way they need it.

In these virtual times, organizations face a rapidly increasing volume of remote worker support calls as their user populations grow and technology is continuously changing. While you may be equipped to handle today’s virtual office call volume, is your team prepared if the number of daily calls doubles or triples?

PDS enables a scalable support model for organizations of all sizes, with an approach that seamlessly and transparently provides quick and easy access to knowledgeable analysts. Ensure your calls are routed in the exact fashion that meets your needs. Our Midwest based, highly-skilled team provides a superior experience while supplementing your mobile user team. This allows you to focus on more strategic initiatives. Whether its 24×7, Overflow, Surge Support, or After Hours Support, let PDS take care of your remote office support burden.

Percent of Call Volume per Shift

Almost 2/3 of support calls come outside of normal business hours. Are your users supported when they need it?

pds-helpdesk-call-brakdown

Why PDS?

1. Implement with Ease

Implementing support for your Help Desk can be quick and easy. With an experienced Project Team there will be less of a burden on you. PDS will focus on your needs by providing you with an easy to fill out checklist and support matrix. With an increased focus on training and knowledge gathering, PDS can provide a seamless transition of existing support by utilizing your tools, processes and procedures or start your new support by working with you to build an extensive knowledge-base and work-flows. Our implementation process is scalable to fit the needs of your organization. Whether you are large or small, PDS can help.

 

  • Ready to take calls in as little as 4 weeks
  • PDS will utilize your tools and processes
  • Well versed in numerous ticketing systems which means less training
  • Dedicated phone number
  • Dedicated Project Manager
  • Dedicated Client Services Manager
  • High quality, scalable support

2. 24/7 Support

Business is now always on and your employees should be able to get support 24/7. Is your IT team prepared to handle them? This alleviates user frustration and provides them with the peace of mind knowing that they can get help at a time that is convenient for them. PDS Remote Workforce Support is available whenever your users need it: during all shifts, including after hours.

3. An Experienced Partner

PDS has provided support services like remote workforce support nationwide for almost 20 years to leading organizations in all industries and across the country. Thanks to our broad client base, we have gained extensive experience in standard and highly customized environments and have supported organizations of all sizes. The PDS support team consists of seasoned professionals with a broad range of experience with consumer devices, enterprise technology, and applications. Our career analysts are ready to learn your business and take your calls and can support you at any time, on any platform, in any volume and in most languages.

4. Data Analytics

Analyzing data can be difficult, tedious and time consuming. Let PDS do the dirty work and provide you with the data you need, and the insights on how to take action on it. We proactivly analyze your data to identify any areas of improvement including security concerns, staffing issues and process gaps, and can make modifications on the fly to ensure the highest quality and satisfaction. Utilizing your dedicated Client Services Manager regular touch-points can be coordinated in order to ensure you are up to date. PDS can provide detailed call statistics on a daily basis to help you trend cost and SLAs:

  • % of Calls Answered in less than 60 seconds
  • Avg Time to Answer
  • Avg Talk Time
  • Hourly and Daily Calls Entered and Answered

Remote Workforce Support FAQs:

How do I get my VOIP headset to work?
Why am I hearing an echo?
Why can’t I hear everyone else on the conference call?
Why can’t the web conference screen share load?
Why can’t I share my second display?
Why can I hear others but they can’t hear me?
How do I connect via Citrix and VPN?
Why are these applications so slow from my home office?
What is authentication and how do I authenticate?
How can I change my password from home?
Why can’t I see applications after changing my password?
Why can I access email but not my files?

By the Numbers

100% transparent service that creates a seamless experience for your users.
4 weeks ready to take your calls in as little as one month.
24/7 accessibility to provide support whenever your users need it.
75% first call resolution rate for Help Desk
87% of the calls answered in 60 Seconds or less.
20+ years of experience.
60,000 support calls taken per month.

Want to talk to the experts at PDS? Contact us now to start a conversation about remote workforce support in your environment.

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