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ITIL :: View topic - Follow-up calls
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Follow-up calls

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Senior Itiler

Joined: Dec 15, 2007
Posts: 117

PostPosted: Sun Jun 29, 2008 7:20 pm    Post subject: Follow-up calls Reply with quote


This is a question regarding the customer followup calls. I run a Service Desk which gets 20% of all calls as follow-up calls from the users who have reported an issue earlier. We are slowly but surely introducing " Call avoidance" as an important success measure of the Service Desk. Call avoidance will be going into the new KPIs to be published sometime later next month.
We have published the SLA matrix on the IT intranet, The CA tool used by the SD sends an automated mail to the end user with the ticket number and the SLA associated with a particular incident type. The follow up calls have been reduced but not to the desired levels. We still have around 17% of all calls are follow up calls. We are thinking now to not these calls as incidents/ quick incidents as they portray a wrong picture and point towards the sad state of IT Infrastructure. We looked into the possibility of updating the existing ticket with the follow up call details and put a chase to the ticket assignee. This, however jeopardizes the call/ ticket ration and there are strong chances the agents might not log genuine support calls.
Definitely not an ITIL question, but I presume that its not an unknown situation for a lot of you. Any suggestions ?
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Sun Jun 29, 2008 7:45 pm    Post subject: Reply with quote

The follow up call should be logged ./ updated in the existing ticket

What this activity shows is that teh Service desk has a lousy reputation (perception) from the users

Look at all the outstanding tickets and have some one go through them, get the customer details and start contacting them..

then the follow up call with drop

but the SD has to update the customer
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler

Joined: Dec 15, 2007
Posts: 117

PostPosted: Tue Jul 01, 2008 4:01 pm    Post subject: Reply with quote

Thanks Viking. Yes, that's what should be the case ideally. Many thanks.
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Joined: Apr 23, 2007
Posts: 22

PostPosted: Wed Jul 02, 2008 12:03 am    Post subject: Reply with quote


You can add the follow up calls in the tickets and still report them to show ticket/call ratio correct.
You can find a field depending on the tool used and simply log follow up calls in it. Add the field value to the calls no. and it should be the same as reporting new tickets.

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