Service desk agents are largely programmed to the philosophy of "people, process and technology" in ensuring they follow the right recipe in delivering exceptional service to customers.
While this work ethic is certainly a valuable ingredient in a winning recipe, leadership has come to the fore as a component which can turn the half-baked service desk into a work of art.
Patrick Farrell, BU Manager: Managed Services, at M-IT (an EOH company), says to stay competitive at a world-class level, service desk managers need to pay attention to the people manning the phones, and develop their skills. The industry needs to evolve into one which is a breeding ground and support for career-minded service desk staff.
Many service desk staff, Farrell says, are temporary employees who don`t foresee a future in the industry. The increased pressures of soaring customer expectations, intense competition and ever-evolving technologies add to high staff turnover in a call centre.
"In an effort to stay ahead, many companies are refocusing on the customer, demanding outstanding performance from their staff and challenging traditional organisational systems and core processes," says Farrell. "Major change is needed in the service desk industry and this, in turn, demands more leadership."
In South Africa, the trend towards business process outsourcing (BPO) has much room to grow and, while waiting for that growth spurt, companies would be wise to focus on a different issue in terms of developing this space, namely that of the employees staffing call centres. "We need to change the perception that a job in a service desk is an entry-level one that you hold for 18 months at the most before moving on," Farrell says.
Critical skills shortages in South Africa are driving the outsourced service desk trend and the time is now to invest in the staff. It is critical, Farrell says, that call centres attract the right type of person to the job and encourage them to stay. "This is where management must step in and develop skills through intense training on programmes and processes, mentoring and coaching. Staff must feel that value has been added to their role in the service desk and this will instil a sense of greater responsibility and job satisfaction," Farrell says.
By creating realistic and rewarding career paths for employees within a service desk environment, employers will experience a drastic increase in service standards and decrease in staff turnover. "Managers have to up their game from delegation to true leadership," says Farrell. "The future of the service desk industry lies with talented, skilled people and it is up to management to nurture them and their working environments through direction and leadership. Good leadership results in successful employees who are proud of their contribution and who can be happy to make being a service desk agent their chosen career."
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