Delivering a Better Service Desk Experience
As we continue to develop and expand our Managed Services business, driven by principles around customer service that are core to our company, it seems a long time ago that Ergo decided to 'put the customer at the heart of everything we do'.
We always understood the importance of being customer focused – serving the people who pay our salaries is in our DNA – but we wanted to find ways of conveying our commitment at the most crucial points of contact. We needed to ensure that our customer focus was evident at the most primary touch point within our organisation – the service desk. I am delighted to be part of a team that has achieved that.
What makes a great service desk is its people and I'm proud to say we have the best. This hasn't happened by chance. When we interview candidates for the role, a high percentage of an individual’s scoring relates to their interpersonal skills. When I sit in on an interview I’m not there to quiz the candidate on their technical ability – that's covered in a separate technical evaluation – I’m there to assess their cultural fit.
Having been an employee of Ergo for 21 of its 23 years, I’ve grown up in an environment that puts the customer at the centre of our business, which makes it very easy to identify new recruits that are a good fit. The people we select for frontline support are a big part of our continued success which is why it’s so important that they encapsulate the Ergo culture and values.
Any of our customers will tell you that we're not about churning tickets; there's no sense of being rushed through a process, the 'get them in, get them out' approach that we’ve all come experienced with service companies. If our customers don't have a good experience when they call in an incident or have a request pending, then we have failed.
Empathy and Understanding
From the first moment the customer makes contact, our team of skilled technical resources are at hand to address their issue. But soft skills are as important as technical knowledge because customer support is about much more than solving a problem – it's about being attentive, considerate and available.
By partnering with a specialist coach we train our team on an ongoing basis, so that they have the people skills and empathy that is so important for a front-facing role. If someone is calling a service desk, they have a problem and are more than likely under pressure. Our job is to solve the problem and relieve the pressure. It might sound simple, but it’s taken many years to create a culture that ensures it happens.
If you are interested in joining the Ergo team, please see our Careers Page for details of our current opportunities.