Continuum's Help Desk, located in Cranberry Township, Pennsylvania, is now supporting more than 50,000 end users. The white-labeled Help Desk allows Continuum partners to provide solutions to both simple and complex IT issues, 24x7x365. The real value of the Help Desk is that it allows Managed Service Providers (MSPs) to grow their businesses without adding expensive in-house hires to their IT staff.
The 50,000 user mark is just another milestone for Continuum's Help Desk, which, in 2015, answered more than 120,000 calls in an average of 48 seconds and had customer satisfaction scores consistently above 4.6, on a scale of 1-5, with five being great.
Jacque Rowden, Senior Director, Help Desk at Continuum knows just how important the Help Desk is to the success of Continuum's partners.
“Continuum’s Help Desk has been increasingly providing comprehensive, high-quality, around the clock support to our partners’ end user customers without the high labor costs and uncertain staffing requirements that plague many traditional MSPs. Our partners understand that they don’t lose the personal relationship by outsourcing this function – their relationships only improve with their customers as their outreach is now proactive. Continuum techs are simply an extension of their business, and we are helping them to improve operations, increase profitability and grow their business.”
Help Desk technicians hold a number of certifications with Microsoft, Apple, Lexmark, HDI, CompTIA, ITIL, Six Sigma, Knowledge Centered Support (KCS), Right Answers and more.