Difference between revisions of "Help Desk"
From Danton's Real Life Userguide
(→Operation of a Customer Help Desk) |
|||
| Line 22: | Line 22: | ||
Often the users calling a customer help desk will first encounter either an Automatic Call Distributor or an Interactive Voice Response. An Automatic Call Distributor (ACD) plays greetings or announcements while the caller is waiting to be put through, then typically routes a caller without prompting for input. An Interactive Voice Response (IVR) will generally request an input from the callers, with a computerised voice recording inviting them to make selections by pressing buttons on their telephone. Interactive Voice Response may be used to answer simple questions without operator intervention, to obtain information from the caller such as account numbers, or to identify the needs of the caller so that the call can be automatically routed to a particular skillset, which is a group of agents with a particular skill. | Often the users calling a customer help desk will first encounter either an Automatic Call Distributor or an Interactive Voice Response. An Automatic Call Distributor (ACD) plays greetings or announcements while the caller is waiting to be put through, then typically routes a caller without prompting for input. An Interactive Voice Response (IVR) will generally request an input from the callers, with a computerised voice recording inviting them to make selections by pressing buttons on their telephone. Interactive Voice Response may be used to answer simple questions without operator intervention, to obtain information from the caller such as account numbers, or to identify the needs of the caller so that the call can be automatically routed to a particular skillset, which is a group of agents with a particular skill. | ||
| − | Interactive Voice Response definitely lacks conviviality. But it may be the price to pay for widespread development of help centers. It seems likely however that companies could significantly reduce the number of help desk calls by furnishing more complete and effective | + | Interactive Voice Response definitely lacks conviviality. But it may be the price to pay for widespread development of help centers. It seems likely however that companies could significantly reduce the number of help desk calls by furnishing more complete and effective Online Help (internal to software) or Web Help (through internet). On the subject of Interactive Voice Response, see the ezine article [http://ezinearticles.com/?How-To-Beat-Those-Automatic-Telephone-Answering-Systems&id=108229 How To Beat Those Automatic Telephone Answering Systems]. |
When the caller finally gets through to a human being, the request will typically be managed by staff using help desk software. Such software provides an "issue tracking system," also known as an "incident tracking system" or a "ticket tracking system." | When the caller finally gets through to a human being, the request will typically be managed by staff using help desk software. Such software provides an "issue tracking system," also known as an "incident tracking system" or a "ticket tracking system." | ||
