The term SPOC is an abbreviation of Single Point of Contact in an organization. It means that all service requests, IT issues, customers’ complaints, incidents, etc. are first received by the level 1 service desk. As soon as the level 1 desk receives the request, it logs the ticket and either resolve the ticket at level 1 or transfer it to the most appropriate source of support where the ticket can be resolved. This could be level 2 IT groups, desktop support, a vendor, the NOC, a service professional, or even a specific individual with unique expertise.

You can find SPOC in every sector. Be it the beauty industry, skincare, health, fashion, travel, technology, selfcare, or any other segment, every thriving business offers SPOC in today’s digital age.

The level 1 desk is the SPOC in an organization. This service desk is not accountable to resolve every ticket it logs. It is just a coordinator of the entire customer support system. It dispatches the ticket to the appropriate department and then tracks the progress of all open tickets until it is satisfactorily closed. If a ticket appears to be stalled, the service desk ensures taking prompt action on the same and getting it resolved at the earliest possibility. Eventually, a SPOC desk is responsible for receiving, logging and ensuring that all tickets are resolved within the company’s service level policy.

In short, the SPOC service desk plays an incredibly vital role in ensuring a smooth operation of an organization. It brings order, consistency, discipline and transparency to the support process. Organizations that implies SPOC principles tend to have lower cost, improved support system, and higher customer satisfaction than the ones without SPOC models.

Key points and principles about SPOC:

  • The Level 1 Service Desk in an organization is the SPOC.
  • SPOC is in charge of the risk and compliance, day-to-day communication, HR management, perks and payroll needs.
  • The authority has an end-to-end view of the customer support system.
  • SPOC enables customers to deal with a single department for all their queries, questions, concerns, complaints, requests and feedback.

Benefits of SPOC:

Save you time and ensure smooth operation:

When having a single point of contact, customers need not deal with different departments and explain the same issue repeatedly. Seeking out the right source of the system to resolve your issue can be very annoying and time-consuming. But when an organization has SPOC support, you just need to approach one service representative and get all the information quickly and easily.

A SPOC service desk eliminates the chances of misunderstanding or miscommunication and saves your time from repeating requests over and above. Since you need not re-explain anything, all your complaints and requests are resolved timely and efficiently. Customer support can never be so fast or flexible without SPOC.

More productive employees:

Having a single point of contact is not just beneficial to customers, it is good for everyone in the organization. People tend to be more productive and honest in their work when there is an authority to assign the task to the right source and monitor the progress. In addition, the level 1 service desk integrates all communication in one place, so nothing gets misplaced or lost.

No hassle, no wastage of time:

We all have experienced and know the pain of calling customer care. Every time we call, we need to wait longer to connect with a customer care representative and get different answers from different executives. Long wait times, re-explaining the issues, inexperienced executives and disconnection of calls within the waiting time are so frustrating. You consider yourself lucky if you don’t have to wait longer to connect and get your issue resolved at one point. Therefore, a SPOC is imperative to ensure accuracy, efficiency and timeliness.

Increased trust and lasting relationships:

When there is a single source of communication to share all your queries and concerns, you can count on that person easily and build a relationship for future assistance. A SPOC makes your experience better and develops trust.

Stable and satisfied staff:

When employees have a single point of contact, they tend to be more stable and satisfied with the company’s policy. As employees can email, call or communicate with the account manager directly, they don’t get transferred around so frequently and can clear their dissatisfaction easily. As a result, instead of wasting their time worrying about HR, payroll, perks, risk and compliance, they spend their time being more productive and focusing on the company’s growth.

What if a company does not have SPOC support?

  • When an organization has SPOC support, everything runs timely, smoothly and efficiently. But when there is no SPOC, everything gets chaotic and the growth of the company seems to be in dark.
  • Illnesses, vacations, and other interruptions should not hitch the operation of your organization. When you have SPOC support, these small interruptions get easily managed but when not, such disruptions result in the inaction of the operation.
  • An organization with a single point of contact model has a well-structured portal in place to keep everything in place and ensure a smooth operation. But if for some reason, the SPOC is not available, you seem to be left in dark and explain everything all over again.
  • By having one service desk to tackle all your HR, PTO, payroll, perks, risk and compliance, you need not stress about employees’ satisfaction and the company’s operation. All you need is to call your SPOC and they will get everything settled on your behalf.
  • When there is a single point of contact, you can have improved customer support systems and achieve higher customer satisfaction. Your customers develop trust and build a relationship with you. Without having a single point of contact in place, it is hard to attain and sustain customers’ trust.

A SPOC is a single point of contact in the true sense. Be it, employees or customers, they need not rush different departments to get their issues resolved. All they need is to know how to contact the single point of contact.