Posted: Fri Feb 04, 2011 8:47 pm Post subject: Repeat calls - Any info??
We have an internal Service desk to deal with all our initernal it issues. We are trying to improve on our service. We pulled a report from the IVR to see whether all our calls are getting recorded in our ticketing tool or not. Unfortunately there was a 30% difference. So, when we do an interro the standard answer is repeat calls. So any advice on how to manage this? How can we capture the repeat calls in our system and account them. Any information would be appreciated.
No, the IVR doesn't create any ticket itself. The SD staff create a ticket. I think I didn't put the query correctly. Let me rephrase it.
How can we account for the customer calling in again for the same issue on the same ticket number. We update the ticket with the details of his contact but monthly if I have to pull a report and see, how can I do it. Hope I am able to explain my query.
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