Call Handling

HELP DESK CALL HANDLING SCRIPTS

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June 1999

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INTRODUCTION..........................................................................................................................3 PERSONAL GREETING SCRIPTS .........................................................................................4 HELP DESK GREETING SCRIPTS ........................................................................................5 TELEPHONE TECHNIQUES....................................................................................................7 CALL OWNERSHIP ....................................................................................................................8 CALL RESPONSE STEPS........................................................................................................9 CALLER IDENTIFICATION...............................................................................................................9 QUALIFY THE CALL ....................................................................................................................10 ISSUE IDENTIFICATION ................................................................................................................11 CALL RESOLUTION.....................................................................................................................12 CALL ROUTING OR ESCALATION ...............................................................................................12 CONCLUSION ...........................................................................................................................13...