Help Desk FAQ - Software and Related Tools
The definitive global resource for helpdesks, customer relationship management
and technical support. ACDs and VRUs
ACDs -- can route incoming calls to the next available Help Desk staff
member, route incoming calls, and can collect data on the calling patterns. These
typically reside in the phone system switch. Highly recommended if you have a medium to
large staff and call volume. This will allow you to measure how many calls are 'abandoned'
(i.e. customer hangs up before speaking to an agent), 'average time to answer' (i.e. how
long it take you to pick up the phone) etc.
VRUs -- Can filter and route calls based on information about the caller
or problem. With CTI (Computer Telephony Integration), you can pre populate your 'trouble
ticket' with your client's information. VRUs can be used for password resets etc.
- There are an increasing number of ways to upgrade to VoIP (voice over IP) or get sophisticated features without taking a long time to implement it yourself. Ask your vendor about hosted models.
- If you are interested in learning more about this and related areas, check out Call Center Magazine.
Sample companies mentioned in the above two categories...
ACDs
Aspect CallCenter System at www.aspect.com
has staffing software (TeleCenter System) available from the TCS Management Group which
automates many of the tasks associated with managing a call center workforce.
AT&T at http://www.att.com/ has
Definity Communications Systems has the Definity and Conversant product lines.
Northern Telecom at http://www.nortenetworksl.com
has the ACD Max line.
Teloquent Communications at http://www.teloquent.com
has the Distributed Call Center.
VRUs
Note: If this is new to you, check out resources in Section II, including
the Incoming Calls Management Institute,
Computer Telephony magazine,
the Brady Group and the Call Centre Manager's Forum. Many
of the consultants in Section IV
should be able to help you out as well.
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