Overview with tools, template, software, best practices and alternatives
Why do Help Desks do Reporting?
A help desk is a resource that aims to supply information about a company’s or institution’s products and services to customers or clients. Help desks aid the clients troubleshoot their problems while providing assistance on products or services, such as electronics, computers, food, clothing, or software.
Business organizations generally provide help desk support to their clients with the use of websites, instant messaging, e-mails, and toll-free numbers. This way, clients will be able to contact the help desk support. Also, in-house help desks are available to deliver assistance to workers.
Secretaries, information personnel, and customer support representatives generate help desk reports, which they submit to their team mates and team leaders. This is mainly to communicate their activities, status, progress, and problems to the team.
Help desk reports also include achievements and plans. Achievements encompass information such as the number of calls received and number of clients assisted. Also, the help desk personnel may also include the types of queries raised by their clients. This will help them anticipate future inquiries by their clients.
Trends with regard to the client’s inquiries are also presented by help desk reports. This allows the team identify the kinds of inquiries made by the customers, allowing the team members to devise a specific algorithm for each type of inquiry.
Reports from help desks can also include urgent information delivered by superiors, which may include general announcements or issues that may require immediate action from the team members. The reports also document changes in information from previous reports.
How do Help Desks usually do Reporting?
Reports from help desks provide pertinent data on the activities, performance, status, and progress of the help desk team and the project.
Data in help desk reports should be factual, complete, and accurate. Failure to incorporate these elements in the report will compromise the quality of the report, which will also compromise the future performance of the team. Reports containing these characteristics will allow help desk teams to make their next move.
Updated information should also be included in the help desk report, as the information will be the basis of the team in formulating new plans, strategies, and actions. Outdated information will mislead the team, which will result to a poor performance in the future.
Help desk teams should consider the organization of the report. Information can be presented in bullet form for easy readability and comprehension of the report. For quantitative data, such as figures on sales and client inquiries, the team can utilize tools such as tables, graphs, and diagrams to illustrate the data. This approach is more effective than merely presenting the data in a narrative text.
The team’s strengths and weaknesses should be also included in the report, for the team can devise their plans, strategies, and actions using this information. This way, the team will be able to boost its strengths while eradicating its weaknesses.
Typical questions/metrics/topics that are usually covered in reports from Help Desks
- How many clients have you assisted today/ this week/ this month/ this quarter?
- How many calls have you received?
- What are your achievements for today?
- What are the team’s strengths and weaknesses that you see?
- What are your short-term and long-term goals?
- What are the actual threats that you see? How are you going to solve them?
- What are the potential problems that you foresee? How are you going to prevent them?
- Do you have other concerns or issues?
Advantages & Best Practices of doing Reporting at Help Desks
Reporting by help desk is highly advantageous to the help desk team for the following reasons.
Help desk reports allow the help desk team to communicate information to the entire team, both team members and team leaders. The team will be able to share essential updates such as their achievements, problems, and plans to their teammates.
Reports for help desks contain information on the queries made by the clients or customers regarding the business team’s products or services. Writing a report on this aspect will help the team take note of the commonly asked questions by their clients. As an effect, the team will be able to set specific procedures on how to handle such queries by their customers. Also, the group will be able to focus on the usual issues raised by their clients.
Achievements are enlisted in help desk reports as they serve as motivation and inspiration to the business team. The team’s accomplishments will ignite the momentum of each member of the team, allowing the team to perform well than before by aiming higher.
The issues in the help desk report, which can be actual or potential, help the team discuss possible ways to solve existing problems and prevent foreseen problems. In addition, identifying the actual and potential issues will help the team arrange them in order of priority. This way, the team will be able to solve and prevent the most threatening issue.
The trends presented in help desk reports also help the team decipher if the team’s performance is increasing or decreasing. The team will be able to adjust its plans, strategies, and actions, allowing it to make consistent or rise in its performance.
Disadvantages & Pitfalls at doing Reporting at Help Desks
Reporting by help desks can be beneficial in several ways, but there are also times in which it can be a disadvantage to the team.
Help desk reports can be time consuming as it includes information on the team’s activities, performance, status, and progress. Help desk teams are some of the busiest personnel at the workplace as they receive calls and inquiries from various clients of the business organization. They might be too busy entertaining and accommodating people’s queries and concerns on various products and services that they might not have enough time creating the report. It is still possible to generate a report but there is a risk of incompleteness, inaccuracy, and fiction.
Aside from being time consuming, some help desk reports are meant to be sent online to the team members and team leaders. The issue here is the reliance of sending the report with a stable internet access. Poor or absent internet connection will halt team members and leaders to send and receive updates and reports to and from their teammates.
Some teams have the tendency to only concentrate on the present activities and status of the team, forgetting about the past and future. They lose track of the previous and predictive aspects of the report, which can adversely affect their future performance. Past mistakes teach the team to do things right the next time they encounter an issue. If they forget to include the previous errors of the team, then they might not be able to recall the strategies to deal with an issue. Setting aside the future will also render the team helpless in case there is a problem coming.
Why Teamreporter is great for doing Reporting at Help Desks?
Teamreporter is a business tool that can be use by business team in generating reports through scheduled report mails. These report mails act as replacements to the team’s status meetings. Teamreporter can be used for free by members with up to four members and signing-up just takes up to less than a minute.
Teamreporter allows members to easily send and receive reports from their teammates with its easy to use and automated interface. Teamreporter sends e-mail notifications to the team members, asking them to send information on essential matters, such as their accomplishments, plans, and problems. After the members send the information, Teamreporter will send them a summarized update the next day. The summarized update is based on the members’ replies.
Team leaders can also gain benefit from Teamreporter as they can get a good oversight of the help desk team and the business project with the information from the application. They will be able to determine those members who perform well in the team and those members who possibly need their help. Also, team leaders can utilize all information from the report and integrate them in their training modules and strategies.
Teamreporter is flexible as users can change or modify the questions and the report mail schedules in its interface. This allows team members to adapt on the queries depending on their field of business. In addition, other applications used by the team can be integrated to the Teamreporter, not to mention that the application can be used with e-mails or web browsers. Overall, Teamreporter suits every work flow and work environment.
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Teamreporter is free for small teams (up to 4 members)