Hosted Call Center Featured Article
Bomgar Remote Access Software Makes Home-Based Help Desk Model Possible
According to Gartner, 41 million workers will work out of their home at least one day every week in 2008. Bomgar (News - Alert) offers the remote access software to address this growing trend and allow it to expand to support reps, while also reducing costs and lowering the extraordinary turnover rate of help desk employees.
The benefits can be even greater for help desk employees. Recruiting and retaining qualified computer support reps has become increasingly difficult in recent years. Between 2000 and 2005, the University of California, Los Angeles reported a 70 percent drop in freshman electing computer science as a major.
This problem is accentuated by extremely high turnover rates: 33 percent for full-time staff and 84 percent for part-time employees. According to predictions from the U.S. Department of Labor’s Bureau of Statistics, the need for support specialists will increase by up to 25 percent over the next 6 years.
Bomgar’s remote access software enables help support reps to work from home without additional expense to the company. The Bomgar solution will also lend to the achievement of a significant increase in first call resolution and reduction in total call times. Second tier escalation can also be realized with Bomgar’s remote support solutions.
Offering the ability to work from home is a powerful recruiting tool. Applications who may not otherwise apply for a position may do so if they can work from home. Bomgar can also make it possible for existing help desk support reps moving to a new location to be able to retain their jobs.
In doing so, the company is able to avoid the loss of the employee’s knowledge and experience and does not have to incur the expense of hiring and training someone new.