WINNING HEARTS AND MINDS THROUGH SERVICE DELIVERY
– Propertyserve UK’s Ian Robertson believes that helpdesk ‘partners’ need to ‘shatter the call centre image’-
Over the last 10 years, the role of the FM has changed significantly. Today, they are involved in increasing amounts of admin, which is eating into the time they have to carry out the more practical elements of their job.
At this year’s Facilities Show, Ian Robertson, director at Propertyserve UK, will address an audience on the theme of helpdesks; ‘winning hearts and minds through service delivery’. He will look at how helpdesks have become a necessity for the busy FM – helping them to properly serve tenants and property portfolios. In his presentation, he will also offer his Five Golden Rules when it comes to outsourcing a helpdesk solution.
RULE 1 – use helpdesks not call centres
Ian Robertson comments: “Call centres – generally – have bad reputations. They are volume-driven, can be impersonal with poor service levels, have a high staff turnover, and are often accused of being ‘faceless’. “Frontline operators in a helpdesk need to be empowered, and to take ownership of situations. They need to understand their sector and to enjoy the work they do.”
RULE 2 – information is power
Robertson firmly believes that an operator has to have knowledge about the site they are working with, along with the tenant’s demises and the applicable contractors. He adds: “The helpdesk has to become an integral part of the FM’s day-to-day role. Inaccurate information can be harmful.”
RULE 3 – understanding an FM’s business
Helpdesks need to understand the businesses they are working with, and they need to appreciate the expectations of the FM. Spend limits should be introduced to help control costs.
RULE 4 – dedicating a team
“A helpdesk has to develop relations with the FM, and to constantly engage with them. They have to become their trusted partner”, says Robertson. He believes that operators should be trained to understand FM terms and concepts, and that they should have a strong skill-set. Motivation levels should remain high, and this should be reflected by higher salaries being offered. He adds: “When procuring a helpdesk, always check the calibre of staff and the turnover ratios.”
RULE 5 – intelligent implementation
Robertson is keen to ensure that helpdesk partners ‘shatter the call centre image’. He comments: “The helpdesk operators should be encouraged to meet with the FM, and to break down barriers. Success will be borne out of strong communication. “Clients need to arm helpdesks with the right tools, and – in turn – helpdesks need to educate FMs as to value they can bring. A good helpdesk partner is an asset to any business.”
Ian Robertson adds: “We are in our tenth year, operating as a FM helpdesk provider and managed procurement service. We’re proud of our successes, which includes implementing our helpdesk into Europe’s largest managing agent. But, what we are particularly proud of is our team of first class frontline operators.”
– Ends –
Notes to editors
About Propertyserve UK:
Propertyserve UK (propertyserve.net) is a facilities management helpdesk provider and managed procurement service for commercial buildings.
Propertyserve UK supports commercial landlords and managing agents that own or manage properties throughout the UK. The company helps to remove the logistical issues and risks associated with maintaining the fabric of the building, using sustainable procurement methods. It also focuses on making costs transparent, whilst reducing the risks associated with CIS, health & safety and debt liability to the landlord.
Handling all liaison between contractors, facilities managers and tenants for maintenance issues, Propertyserve UK aims to offer a cost and time effective service for all parties. The company provides ongoing supplier management – greatly reducing the risk to the property owner.
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