The call center serves three main purposes: answering requests for information (information request), scheduling an action for requests (action request), and recording customer comments (comment).
Typically, customers call, email, or fax the call center with an issue. The call center employee responds by attempting to solve the customer’s problem, handling it according to the request type.
Record each customer request to provide accurate reporting on request volume. As soon as the customer contacts the call center, click save to create a new record before you take any information. The type of request determines which sections of the form need to be filled in. Many call centers require employees to perform a KB search for each customer request so that standard procedures are followed (such as call scripts).
Information requests
Customers may contact the call center asking for information. Perform a search of the knowledge base for the requested information. The knowledge base is a database of articles created by supervisors of the call center to help facilitate the information request process.
A knowledge base article can consist of a call script or phone numbers to read to the customer, an external URL link that will answer the request, or a link to another KB article. Consult the article and relay the requested information to the customer. Typically, information requests do not generate work orders. After the requested information is relayed to the customer, the call usually ends. However, if the customer requires any work to be performed after the information request, the call becomes an action request.
Action requests
Action requests usually involve a problem the customer has. To solve action requests, create a customer request, which typically becomes a work order, or link the customer request to an existing work order. Create a customer request for the problem, filling in the customer’s information as needed. If this is the first report of the problem, create a work order. However, if the problem has already been reported, then create a customer request from the new customer and link it to the existing work order.
Departmental hierarchies
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Departments - A department is the umbrella under which providers, service categories, and service problem codes fall. It is the top of the hierarchy. An example of a department is "Environmental Services."
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Providers - Providers refer to the levels within a department directly above a service category that handles the service needed. An example of provider is "Solid Waste."
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Service Categories - Service categories fall under a provider and help filter service problem codes. Service categories represent the service needed. An example of a service category is "Residential Garbage Pickup."
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Service Problem Codes - Service problem codes identify specific problems and any information needed to provide solutions. A service problem code is required in order to create a work order from a customer request. An example of a service problem code is "Appliance Pickup." The appliance pickup problem is assigned a "code" that tells the system that a stove, washer, dryer, or other appliance needs to be picked up when that code is entered into the system. This service problem code has a standard work order for appliance pickup.
Comments
Occasionally, customers call with comments, but no desire for information or need for work performance. The comment may be about the new call center, an especially helpful employee, or other messages that require no follow-up or action. The call center employee records the comment.