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Many remote help desk workers immediately escalate Wi-Fi problems to the next level. Here’s how to empower them to handle these issues better and faster.
Key takeaways
- Expand training
- Create new goals
- Use an efficient ticketing system
- Create incentives for fewer escalations
- Increase network visibility
Help desks have new challenges as more and more teams have gone remote. Many questions surround Wi-Fi issues, since more people now depend on home networks and other remote connections of variable quality.
Often, a help desk agent will receive a call about Wi-Fi and automatically escalate the ticket to the next level of support instead of solving the problem. This can waste significant time and resources.
A solution relies on empowering remote help desk agents to respond to Wi-Fi questions and issues confidently. Here are five tips to help you do just that:
1. Expand training
An initial step is communicating new expectations and expanding the training of help-desk staff. Individuals should learn Wi-Fi basics, including common problems and causes of service issues, how to interpret data about the network, and special considerations for employees working remotely and on varying Wi-Fi networks.
Other training elements include learning device-specific information. For example, if a user is trying to access a network with an Android device versus Apple, or mobile devices instead of personal computers.
Once help desk workers understand common Wi-Fi issues and their causes, they should be trained on specific steps to address issues. Often, this involves providing a document that outlines exactly what they should do for each encounter, step-by-step.
Be clear with staff about expectations upfront. Let them know they are responsible for attempting to solve fundamental Wi-Fi issues before sending a call to the next level.
2. Create new goals
Setting new goals for teams and individuals can also increase efficiency. Companies of all kinds have had to pivot expectations and benchmarks to meet the changing work landscape over the past year.
Consider implementing help desk goals like:
- Increasing user satisfaction
- Increasing the rate of issue completion
- Reducing service disruptions
- Reducing response times
Some of these objectives are similar, so each should be distinct enough to be specific and measurable. New goals should also focus on improving the way the help desk supports users in the novel remote environment.
3. Use an efficient ticketing system
A ticketing system allows a help desk to track metrics like the number of escalations, the number of tickets resolved, the average resolution time, the number of calls per day, and more. The platform also highlights which workers need additional training, the most common types of Wi-Fi issues users experience, and how many tickets are escalated but could have been handled by the original responder.
Ticketing systems vastly improve organization and are a must to ensure that a help desk is as efficient and effective as possible.
4. Create incentives for fewer escalations
One of your goals will likely be to reduce the number of escalations. Try creating special incentives that encourage workers to develop their knowledge and avoid escalation. For example, the employee with the fewest escalations in one week (coupled with resolutions) receives a reward, such as a monetary bonus or an afternoon off work.
These methods motivate help desk workers to handle more calls themselves. And, done right, incentives may create a friendly sense of competition that increases the team’s productivity.
5. Increase network visibility
A significant issue faced by today’s help desk teams is that network conditions can vary drastically across different remote workplaces. Greater visibility is the solution to this problem. Ideally, workers must have a full picture of wireless connectivity conditions for all users and devices, regardless of where they connect. Detailed information about Wi-Fi coverage, interference, congestion, and other conditions enable them to understand and resolve the specific problems users encounter.
When this kind of information is readily available to its agents, issues can be troubleshot faster and escalations avoided.
Wireless network monitoring is a solution
A help desk team needs the right tools to meet new goals, learn new skills, and increase visibility into the network. The Wireless Network Monitoring platform from 7SIGNAL can provide all of this and more, ensuring that employees have real-time information to respond to Wi-Fi-related calls properly. And 7SIGNAL’s team of experts is always there to help teams analyze network conditions, so problems are detected and resolved quickly.
The Mobile Eye® from 7SIGNAL is a Wi-Fi performance agent for mobile devices that ensures users stay connected, even if they’re remote. It provides a range of data on how an individual device interacts with a given network, giving IT teams the visibility to act. Get in touch with 7SIGNAL to learn more.
7SIGNAL® is a leader in enterprise wireless experience monitoring. 7SIGNAL provides a cloud-based platform that continuously monitors wireless networks and identifies elusive performance issues impacting application performance and digital experience. By taking the “outside-in” approach to monitoring, 7SIGNAL has visibility into the edge of any enterprise or home Wi-Fi network where complex device interaction exists, and user experience matters most. The platform maximizes employee productivity, operational efficiency, and network ROI. Sapphire Eye® and Mobile Eye® are designed for and deployed at the world’s most innovative organizations, educational institutions, healthcare systems, and government agencies. Learn more at www.7signal.com.