Business ProfileforAccenture

Accenture is the worst Help Desk I have ever worked with. They lack any proper technical knowledge and common sense. It's almost as if they encourage their agents not to think outside of the box. They lack any customer service skills and the only reason they stick around is because the sucker companies into long contracts. I would never recommend hiring Accenture, as working with them will be a nightmare. They skew metrics to make them appear to be doing well and any time you try to ask them how they managed these results you get quiet shuffling, some odd off the wall responses and then they change the subject. There is no reasoning with them, and if it isn't clearly defined in the contract then they will do whatever they want. They constantly move people around in their organization, so once someone becomes familiar enough with the environment they put someone else in their place completely unaware of the task before them. I have dealt with 4 different managers of their help desk since beginning working with them. Every time they change management, the new manager needs to learn everything. We've had them now for over two years and they have made little to no progress to all of the promises of stability and process improvements. They only added bloatware to the architecture and they themselves barely know how to use it. They will try to move any issue to another team so they don't have to do the work. They resolve tickets without verifying the fixes they've applied work. They do not follow up and expect customers to call back if the issue persists. I suppose if you're looking for cheap help desk support, and you don't care about your customers, then hire Accenture. Otherwise, look elsewhere.