Abstract

The helpdesk function plays a vital role in any organisation, providing customer support, offering valuable customer insights, enhancing internal efficiency, and boosting external customer satisfaction. However, talent retention remains a critical challenge for helpdesks.

Focusing on the Hong Kong and Shanghai Banking Corporation Limited (HSBC), a leading banking and financial services provider, this case examines the HSBCnet Helpdesk, which provides technical support to corporate customers using HSBCnet, an online business tool. Through various channels, including phone calls, emails, and Live Chat, the Helpdesk assists customers with managing payments and accounts.

This case examines the challenges of talent retention. By analysing this case, students can gain insights into the factors contributing to high turnover rates among agents and managers. These factors include the repetitive nature of the job, the prolonged high-pressure working environment, the challenges of managing difficult customers, and the rising volume of daily customer queries.

Students will learn about the complexities of improving customer services while sustaining high employee morale.  The case offers an opportunity for students to explore and discuss potential solutions using digital technologies, such as artificial intelligence (AI), to tackle common challenges faced by helpdesks.

After studying this case, students will acquire knowledge of helpdesk operations, particularly within the banking industry. They will be able to identify the root causes of high staff turnover rates in helpdesks and propose innovative solutions to address these issues.

Learning Objectives

The teaching objectives of this case are:

1.       To understand the importance and challenges of talent retention in helpdesks.

2.       To highlight the importance of employee morale and stress management in helpdesks, while addressing the challenges of working in a high-pressure environment and dealing with demanding customers, along with the related talent retention strategies.

3.       To emphasise the need for helpdesks to leverage emerging technologies to assist helpdesk agents in meeting the evolving needs of customers.