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5 Surefire Signs Your Help Desk Team Needs Help

When oxygen masks drop in times of crisis, we know to steady our breaths before helping others. But when efficiency drops in times of business, we too often forget how our strongest teammates need helping hands.

With 25+ years experience and 100 million+ annual interactions, Answernet has the steadiest hands in the industry. When tickets spike, ratings plummet, and turnover explodes, we’re there to help the helpers.

Filling Up Your Help Desk

The great Oprah Winfrey was asked if she was full of herself and she responded, “I’m full, I’m overflowing. I have so much to offer and so much to give.”

Here are five signs your internal help desk team could use a refill.

1. Inconsistent Service Levels

If your internal help desk team varies in service quality, outsourcing to experienced providers can offer consistent and professional support. When you trust in an outsourced service, you know their training materials are standardized across the board.

If you’re not sure whether you’re providing variable service quality, you can consider customer escalations, low customer satisfaction ratings, and even technological issues as pertinent signs of decline.

2. High Staff Turnover

If your staff entries and exits begin to resemble a revolving door, you know you’re in need of some outsourced help. High turnover destabilizes performance and skyrockets training costs.

Alternatively, outsourcing provides continuity and guidance. Once you sign on with an outsourced provider, staff turnover worries will become a thing of the past.

3. Lack of Documentation

Internal help desk teams rarely keep up to date with the notes and written instruction necessary for excellent standards. Insufficient or outdated information hinders a team’s ability to provide fast, accurate support.

Without documentation, tickets will take longer to resolve and disorganization will run rampant. On the other hand, outsourcing firms often bring robust documentation practices.

4. Lack of Analytics

It’s nearly impossible to measure and improve help desk performance without key performance metrics, but without proper training, internal teams fail to gather the data they need.

Outsourcing partners implement advanced tracking systems to optimize service analytics. AnswerNet prioritizes a plethora of data including first response time, ticket volume, and first call resolution to help teams get back on track.

5. Lack of Training

Improper training culminates in all the errors listed here and more. An internal team without a strong coaching program struggles to maintain service quality across high ticket volumes, plummeting customer satisfaction rates. 


Outsourcing providers have structured training programs that keep their teams at a gold satisfaction standard. Moreover, regulated coaching for outsourced teams keeps up-to-date with the latest technologies, allowing you and your team to divest focus where you need it most.


The AnswerNet Helping Hand

Here at AnswerNet, we handle every interaction like it’s your company’s most important conversation. That’s why when someone knocks on your door needing help, we’re your people.


To help your helpers with top-rate tips and awesome outsourcing, reach out here or click the button below to get in contact.