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Solutions Helpdesk/Control Centre

Helpdesk/Control Centres

Helpdesk Explained

A help desk is simply one or more people with a phone number and an organized idea of how to handle problems that come in form of phone calls. In larger business enterprises it may consist of a group of experts using software applications to help track the status of problems and other special software that helps them analyze the problems.

The term Enterprise-wide help desk system is used for centralized help within an enterprise. A related term known as call centre is a place customer's call to place orders, get help with issues and determine the status of other issues arising.

Foxfire ensure that you have solutions in place that integrates easily, are user friendly and allow for the monitoring and measuring of performance.


Helpdesk Deployment

Foxfire Computer Services together with Partners have been able to deploy solutions in establishments such as HSBC Bank (UK) and Nigeria Deposit Insurance Corporation.

We use the experience gained from these implementations to deliver comprehensive and redundant solutions to other companies.

Foxfire provides solutions that allow you to interact with the customers at the highest level, thereby improving customer satisfaction and enhancing your productivity and revenue.

 

Helpdesk Benefits

With a correctly designed and configured helpdesk, your business can enjoy the following benefits:

Specific enhancements to Contact Enterprise Help Desk solutions include:

  • Single point of communication
  • Centralized Knowledge Base
  • Timely and dedicated response to queries
  • Structured workflow enabling systematic response to queries
  • Call and incident history retention
  • Optimisation in productivity
  • Performance Reporting
  • Client satisfaction from early issue resolution

 

Control Centre

control centreA Control Centre is a building or room where control room operators take calls and messages from either members of the public or security patrol staff.

Implementation will include communication via phones, walkie-talkies, email or the internet to  provide an extremely efficient service.

Nowadays technology is used to pinpoint the location of the caller, advanced logging systems are used to record conversations and events, should they be needed as evidence, and incidents are recorded, monitored and stored with CCTV systems.

This monitoring means that all security units and staff that are on patrol can be located in the event of the need for a tactical response to threats.


Control Centre Features

  • Centralized communication
  • Centralized CCTV Monitoring
  • Alerts and early response to danger
  • Threat Management
  • Security Management
  • Virtual Guarding
  • Tactical Threat Response