ESOS are the payroll specialists. They offer a fantastic service to their clients and are proud of the long standing relationships they have built. Their service desk reflects this vision and we were lucky enough to speak with their team. Their 18-strong team supports 1600 customers and handles 250 calls a day!
What types of customers do you support?
We support all the branches that work under the Pertemps Network Group, our branches are recruitment agencies and our clients are recruitment consultants. Their Technical abilities vary from person to person, for instance someone who works in one of our IT recruitment branches may know more than some one who works in one of our industrial branches.
What one thing would improve your service?
I think like many other Support Desks training/educating the customers so they can help themselves more would benefit the company as whole.
What one achievement are you most proud of?
We have rolled out a few new systems lately and this has proved a very testing period for us all, I’m really proud how the team pulled together and still maintained the high level of customer service even when we have been under immense pressure from the customers.
What characteristics within your team make it stand out from the crowd?
We are all very well humoured and down to earth and look on the bright side of everything, which sometimes proves difficult with the amount of calls that come in.
Quick Facts:
Service Desk Manager: Dean Currie
Business type: Recruitment
Location of service desk: Meriden
Size of team: 16 – this is split into 2 teams; 9 answering calls, 5 processing service requests, and then there is the service desk manager and myself.
Days and hours of operation: The support Desk is open Monday – Friday from 0700 – 17:30 We offer an out of hours on call service that operates 17:30 – 0700 Monday Friday then 24hrs Saturday and Sunday
Multi-lingual? We have team members that speak fluent Punjabi, Hindi, and Mandarin
Number of customers supported: 1600
Calls received per day: 250
ITSM Software: BMC Footprints
Longest serving team member: 6 Years
