External-facing service organizations often put a great deal into call center training, including communications training that enables them to effectively manage customer inquiries and rapidly identify and resolve issues. Internal help desks generally do not receive the same training, but should. Not only would it streamline the handling of calls from your customer service group and reduce AHT, but it would improve their performance in general and would likely improve their overall satisfaction ratings.
You may also want to analyze the root cause of why customer service needs to call the help desk, so that you can address these issues and reduce the volume of calls between the two departments. I suggest that you start by identifying the top 10 to 20 reasons for agents' help desk calls. The easiest way to do this is to ask a group of help desk personnel to keep a weekly tick sheet listing the topics of calls from customer service agents, and then identify the trends. Here are examples of what you are looking for:
Once you determine the nature and scope of the calls being placed by customer service to the help desk, you can develop the most effective plan to address the issue. The plan is likely to include training, coaching, more effective job aids, etc.
This was first published in January 2008