Better Ways to Handle Customer Support Phone Calls

摘要

Many organizations are challenged with effectively handling customer support phone calls. When Youngstown State University (YSU) hired its new Manager of Technology Customer Support and Training in the fall of 2009, one of the biggest complaints heard from customers was that the Help Desk was "never available to take calls". Upon closer investigation of this complaint, it became clear that many times technicians were not immediately available to take incoming calls, but became available in a short amount of time after the call had been routed to voice mail. Based on previous experience in help desk operations, the manager recommended the implementation of an Automated Call Distribution (ACD) system. The ACD has increased the efficiency of answering calls at the Help Desk and has decreased the number of callers being directed to voice mail. Since implementation the ACD system has given YSU valuable statistics that will enable the Help Desk to better manage future staffing levels, call volumes, work schedules, and performance metrics.