Summary

Chapter 10: Communication Skills 17All the computers in a call center have help-desk software. The technicians use this softwareto manage many of their job functions. Although it is not a complete list of most featuresof help-desk software, the following list provides more detail:■■■■■■Log and track incidents: The software may manage call queues, set call priorities,assign calls, and escalate calls.Record contact information: The software may store, edit, and recall customernames, e-mail addresses, phone numbers, locations, websites, fax numbers, and otherinformation in a database.Research product information: The software may provide to technicians informationon the products they support, including features, limitations, new versions, configurationconstraints, known bugs, product availability, links to online help files, and otherinformation.Run diagnostic utilities: The software may have several diagnostic utilities, includingremote diagnostic software, in which the technician can “take over” a customer’s computerwhile sitting at a desk in the call center.Research a knowledge base: The software may contain a knowledge database that ispreprogrammed with common problems and their solutions. This database may grow astechnicians add their own records of problems and solutions.Collect customer feedback: The software may collect customer feedback on satisfactionwith the call center’s products and services.Your call center will have its own business policies for call priority. Table 10-9 is a samplechart of how calls may be named, defined, and prioritized.Table 10-9Call PrioritizationName Definition PriorityDown The company cannot operate any computer equipment. 1 (most urgent)Hardware One or more computers are not functioning correctly. 2 (urgent)Software One or more computers have software or operating 2 (urgent)system errors.Network One or more computers cannot access the network. 2 (urgent)Enhancement Request for additional functionality. 3 (important)Describe Level-One Technician ResponsibilitiesCall centers sometimes have different names for level-one technicians. These techniciansmay be known as level-one analysts, dispatchers, or incident screeners. Regardless of the