In this post, I’m going to talk about backup for your front line Service Desk/Helpdesk staff who log Incidents from customers. It follows on from my previous posts ‘Incident Management - how good are you at taking calls?’ and ‘Incident Management - how good are you at taking calls (cont)’ posted earlier in the week.
By backup, I’m not referring to filling in when staff are absent, or to escalation to other support lines. Instead, I’m talking about the documentation and guidance your staff need, particularly when they lack experience in your organisation.
What I am referring to are two things: a Call Handling Script (I’ll just call this the Script) and an Operations Manual. This post will be on the subject of the Script, I’ll leave the Operations Manual to a later posts.
So – do you have a Script? Many Helpdesk and Service desks don’t seem to. If you do – is it being used?
One of the common objections raised to having a Script is this: ‘I don’t want my staff to sound robotic’. This is quite right – robots are not desirable. However, having a properly prepared Script should not lead to that.
A Script should confirm the key items of data to be captured for each Incident logged. If used intelligently it will give consistency of experience to customers logging Incidents via the telephone, and improve the quality of data available in your software tool. If you have 2nd and 3rd line support teams, they might welcome a Script.
I’ll write some brief do’s and don’ts for call logging scripts, and in my next post I’ll write a sample Script.
Call Logging Script Do’s and Don’ts
Do – Assume your staff are trained to a reasonable level (see my earlier posts) and are proficient with the software tool you use.
Don’t – Attempt to micro-manage staff through the Script. Leave Helpdesk and Service Desk staff free to use their own words.
Do – Try to fit the Script on a single A4 page.
Do – Check it’s being used, by placing test calls or by periodic monitoring of calls.
Do – Explain to your staff why a Script is a Good Thing (consistency of customer experience, improved Incident quality)