Saturday, October 2, 2010

HEAT: The Standard Flow Of Taking A Call In HEAT

A clients asks: Can you explain the standard flow of taking a call in HEAT?

Understanding sequential steps to take when logging a call maximizes Call Logging's versatility. These phases represent the basic steps in processing information for properly documenting and resolving an issue.

Step 1-Gathering Customer Information
Whether your customer is an internal or external employee, gather pertinent information surrounding the caller's issue. When call takers open a new Call Record, they validate the customer's information from the validation table or create a customer profile in the Profile form before beginning the discovery process.

Step 2-Recording the Call
After recording the customer's information, the call taker determine the nature of the caller's issue. The description most closely resembling the problem is selected from the Call Type drop-down list. There may be a Detail form associated with the designated Call Type to gather information.

Additional information is gathered and typed into the Call Description text box. Sometimes the call taker immediately resolves the issue. If it is not possible to do so within the first call, the call taker usually assigns the issue to another technician with expertise in resolving that Call Type.

Step 3-Assigning Calls
The call taker clicks the Assignment tab at the top of the main Call Logging window, which opens the Assignment form where the issue is delegated to the appropriate technician. The technician monitors Assignments by creating Call Groups meeting pre-defined criteria. If the designated technician is not the correct person for resolving the issue, reassign the issue. When the correct technician receives the Assignment, he or she Acknowledges it. The issue's owner, or tracker, has responsibility for the resolution and can track the Call Record as it progresses through Call Groups.

Step 4-Researching and Creating a Journal Entry for the Call
Tools aid call resolution. Perform a knowledge search using Heat Plus Knowledge, post an issue on the HEATBoard, or create an AutoTask to expedite a repetitious process.

The technician or call taker can make Journal entries containing relevant findings using the Journal form. Pertinent information regarding the call are housed within the Call Record itself.

Step 5-Resolving and Closing the Call
When the issue is resolved to the customer's satisfaction, the Assignment form is marked as resolved by the attending technician, and the resolution information is entered in the Solution Information and Cause text boxes in the Call Log form. The Call Status is updated to reflect a value of Solved. The technician can perform a Quick Close operation, or the Owner can close his or her issues with the Solved status.

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