Our People
Cloud Services Depot knows the importance of quality service. We expect nothing but the best from our partners and their highly trained support agents. As a former Managed Services Provider (MSP), Cloud Services Depot understands the need to provide world-class services to support your clients.
Our customer relationship skills are demonstrated by our low abandonment rates, high first call resolution rates and high customer satisfaction rates. Cloud Services Depot help desk partners are located in the United States and Canada, providing 24/7/365 support via telephone and email.
All support agents are friendly, courteous, and helpful at all times - with no exceptions. This commitment to quality is ensured by our Support Center supervisors who constantly monitor and coach front-line technicians.
Cross training of agents is encouraged to enable the support center to efficiently manage queue time and keep agents motivated and updated on the latest technology. Our support agents portray a seamless extension of your company. The result is end-user satisfaction that is better than supporting clients with your own help desk service.
Help desk services are managed using industry-recognized operational metrics such as:
- First-call resolution rate: percentage of questions handled on the first call
- Number of system outages (network downtime, dead printers, phone systems)
- Overall number of phone calls to support desk by agent, day, hour, system
- Overall number of incidents opened with the support desk by agent, day, hour, system
These types of metrics track how many problems customers are encountering and how quickly they are getting the answer they need. Cloud Services Depot performs analytical reviews on a weekly/monthly basis to keep service levels and agent productivity at their highest. We routinely adjust schedules and staffing to fit the peaks/valleys for support and to service employees in multiple time zones.
