The WBM IT Service Desk Model

WBM has created a flexible and agile IT service desk model framework that can keep up with changing technologies, processes, and new IT challenges.

Industry leaders need access to high-quality support services, which is why we’ve developed the WBM IT Service Desk Model as an outsourced service desk offering. Our model leverages proven strategies, so our clients can simplify how they engage with IT support services, scale as they grow, and ensure that all essential technology and processes receive the support they need—today and into the future.

We call these the “Pillars of Contact Centre Excellence,” and staying true to these principles is what separates the WBM Service Desk from other offerings.

People

People should be at the core of every IT solution, especially when creating a functioning and efficient service desk.

Service desk staff require specialized training in both technical and business skills to do their day-to-day jobs successfully. Customer service skills, including active listening, triage, empathy, detailed analysis, effective communication, and emotional intelligence, are critical to this role.

At WBM, we look for team players that possess the above skills. Collaborating with customers requires a service-oriented approach to bridge the gap and form lasting relationships.

Working with a defined training process, such as WBMCARES, also builds a consistent platform for service delivery excellence. We set out to create a consistently great experience for our clients by defining a recipe for the customer experience we wanted to provide. In studying successful and positively reviewed calls, we drew out themes and established the WBMCARES program for staff training. All new WBM employees go through the WBMCARES program as part of their onboarding.

Process

Processes are the rules of engagement that govern how a service desk handles incident management. They make or break a company’s ability to deliver and support their customers. Defined processes provide the foundation for consistent service delivery and growth.

We implement Service Level Agreements (SLAs) that provides both the foundation of service delivery engagement and defines critical elements, including:

• Service Management
• Queue Management
• Contact Case Management
• Quality Assurance
• Knowledge Management
• Customer Satisfaction

Technology

Technology is the backbone of any modern support service and IT solution and it is important to incorporate IT service methodology tools (or ITSM tools) that follow the IT industry best practices.

At WBM, we use a solution with a communication system that uses various telephony and online tools to communicate with clients and log incidents. The ticketing system is able to track multiple fields of data to ensure proper reporting.

If you find yourself evaluating service desk technologies, here are a few things to consider:

• Do they use intelligent telephony systems?
• Do they offer a variety of ways to communicate (online portals, email, etc.)?
• Can they implement automatic workflow systems that can route and escalate calls?
• Does the solution have a documented knowledge base platform?
• Can they implement call recording with quality control mechanisms?
• Does the solution have remote access and additional tools?

Methodologies

The easiest way to see the core differences in service desk approaches is by evaluating the methodology. Where processes safeguard the day-to-day operational excellence, the methodology focuses on strategy and ongoing performance. Reporting and governance are typically at the heart of an efficient service desk methodology.

Each of the pillars described above has various data points that can be captured and reported. Having open discussions between the service desk and leadership to track and analyze these data points propels the WBM service desk to the next level, allowing us to better understand internal issues and processes within a company.

We track key performance indicators (KPIs) to gauge success and failure within our service desk solution. A few examples of “dashboard-able” KPIs for incident management include:

• Net Promoter Score
• First Call Effectiveness
• Total Call Volume
• Total Call Reduction
• Time to Incident Resolution

Best in Class

At WBM, we prefer to take an outcome-based approach for our Enterprise Service Desk offering. This approach focuses on aligning client and service desk goals to deliver better service with fewer service calls. It’s why we’ve developed a flat-rate pricing model based on consistent monthly volume, rather than per-incident.

Evaluating against the four “Pillars of Contact Centre Excellence” helps to determine which service desk solutions are best in class and capable of providing the level of service you need to meet your business goals. If you are unsure where you stand against the four “Pillars of Contact Centre Excellence,” take our free service desk assessment questionnaire today!