A help desk should not simply be a group of people blindly answering phones all day. Turn the analysts loose on call avoidance opportunities to unleash savings for the organization.
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.