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Human-Powered IT Help Desk with 24x7 Full-Service Support

Keep Calm and Trust Our Help Desk to Handle the Surge

The rollout of the COVID-19 vaccine has caused an explosion in patient call volume for appointment scheduling. CTG has a flexible, highly scalable solution to support these spikes in scheduling volume, while adhering to all rules and regulations. Our high-touch and cost-effective approach provides your patients with immediate access to the information and support they need without further taxing your internal teams.

For a government client, CTG stood up a call center capable of handling 3,000 contacts a day in less than 1 month from initial call until go-live, and on-boarded and trained 60 agents in just 10 days from contract signing. This project included complete COVID-19 “Notify” Tracking, which traces and reduces the spread of COVID-19.

Another CTG client, an academic medical center on the west coast, experienced a huge spike in patient calls—up to 15,000 a month—when they pivoted to telehealth due to COVID-19. CTG was able to help them handle a:

  • 57% increase in contacts
  • 1,772% increase in telehealth-related calls

Despite the increase in call volume and complexity, the team has continued to meet all SLAs:

  • First-level resolution rates: 99.9%
  • Abandonment rate: 0.7% after 30 seconds threshold
  • Calls answered within 30 seconds: 92.1%
  • Contacts Processed: 7-11K contacts per month over the past 12 months

Download CTG’s CIO Assessment Checklist for Level 1 Help Desk Vendors

“We are currently conducting 55% of our daily ambulatory visits via telehealth across our four hospitals. We could not have done this without CTG’s support. I very much appreciate CTG’s partnership during this most challenging time in healthcare—it is helping us stay ahead of the curve.” — Vice President, Clinical Systems, Academic Medical Center 

The Call Volume Surge Is Only Beginning—CTG Can Help Now.

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Are your IT end users satisfied with the customer service your current help desk provides? Does your current vendor meet all service level agreements?

If not, CTG can help.

Our scalable Help Desk Services provide best-in-class, 24x7 support for all IT-related questions, incidents, and requests. CTG delivers: 

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    First-level resolution rate: > 90% in-scope

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    Speed to answer: ≥ 80% under 30 sec.

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    Low abandonment rate: ≤ 5%

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    ITIL-certified managers: 5+ years of experience

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    Trained agents: 3+ years of experience

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    Certified experts: Available 24x7x365

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    Flexible delivery models: Onshore, offshore, and blended models

CTG supports 900+ applications, including:

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IT Help Desk Services

CTG’s comprehensive IT Help Desk Services range from an initial Support Model Assessment to better define your support needs, to staff augmentation of an existing help desk, to full help desk outsourcing with a range of available support models.

Our experienced analysts provide efficient and effective support services designed to minimize disruption, maximize productivity, bring discipline to your support environment, embrace continuous improvement, and improve end-user satisfaction.

  • Ctg Icon Assessment

    Support Model Assessment

    We perform a comprehensive review of your existing support model, and provide a Report of Findings benchmarked against industry best practices and a recommended help desk roadmap.

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    IT Help Desk

    We are your end users’ single point of contact. We understand that the more we increase our first level resolution (FLR), the more value we provide to you. We thoroughly document each issue to ensure seamless communication across departments and to facilitate improved FLR, and contribute to a knowledge base to improve future support. These scalable, multi-level services are delivered according to defined services plans, with mutually agreed upon service level agreements (SLAs). Our support includes:

For healthcare organizations, we provide Tier 1.5 Clinical Service Desk support to resolve EHR issues for clinical users. CTG’s analysts receive vendor-specific training in industry-leading EHR systems, resulting in improved FCR and lower average talk times compared to the industry average. The higher FLR rate in turn allows our clients to focus their attention on more critical organizational IT regulatory and optimization efforts and a lower average talk time allows your clinicians to return to patient care faster. Our services integrate seamlessly with your workflows and physician environment. Our experts can also assist with patient portal and telehealth application support.

Your End Users Deserve Reliable Support. Contact CTG Now.

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We help our clients achieve greater end-user satisfaction while reducing Costs

Children’s Hospital 

Providing Level 1 IT Service Desk since 2018

  • Telephone Service Factor: 85%+ of calls answered in 30 seconds
  • Resolution Time: 99.7% of phone and 97.2% of web-submitted contacts resolved or escalated within 1 hour
  • Abandonment Rate: ~2% after 30 seconds

Aerospace Industry Manufacturer

Providing Level 1 IT Help Desk Support since March 2019

  • Telephone Service Factor: 90+% of calls answered in 30 seconds
  • Resolution Time: 94+% of phone calls answered within 30 seconds and 95+% of web-submitted contacts responded to within 1 hour
  • Abandonment Rate: ~1% after 30 seconds
Why CTG?

We have provided IT solutions and services for more than 50 years and have supported more than 900 applications for more than 180 clients.

  • Ctg Icon Benefit Training

    Premium Services

    We offer a balance between quality and cost. Our Service Level Metrics meet or exceed:

    • FLR: >90% In-scope
    • Speed to answer: >=80% of calls < 30 sec
    • Abandonment Rate: <= 5%
  • Ctg Icon Advantage

    Higher First-Level Resolution

    Our support teams resolve issues at the first level to avoid escalation to more expensive resources, reducing total cost of ownership.

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    Qualified Resources

    Agents are trained and have 3+ years’ experience.

    • ITIL-certified managers
    • National access to qualified resources
    • Flexibility to quickly ramp up or down
  • Ctg Icon Benefit Remote

    Flexible Delivery Models

    CTG offers multiple delivery models to support unique needs, including a blended onshore/offshore staffing model to contain costs

    • Mostly dedicated staff during routine business hours
    • Shared staff during evenings, nights, weekends, and holidays
  • Ctg Icon Performance

    Continuous Improvement

    We leverage industry-best Continuous Quality Improvement (CQI) that reviews every escalated incident to drive higher FLR.

  • Ctg Icon Technology

    Seamless Integration

    We can integrate into your existing support infrastructure, or provide managed services and assume all support responsibility.

 Take the Burden Off of Your IT Teams—
Contact Our Help Desk Experts Today.

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