Every time your help desk's phone rings, it's costing your company money. Redirecting some of your calls to an alternative resource is known as "call avoidance," and can cut costs and get your users up and running sooner. Decide now if helping your help desk avoid calls will work for you.

Go Proactive to Reduce Cost

A recent Help Desk Institute Best Practices Survey found 35 percent of respondents reported a cost of between $10 and $40 for each telephone support call. This can easily double or triple if the call is not immediately resolved and must be escalated to a Tier 2 resource.

Consequently, companies are learning that avoiding the call altogether - either by preventing the issue from occurring in the first place or redirecting it to an alternative, automated resource - can be the quickest route to significant savings.

Benefits of a more proactive approach to help desk deployment include...