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Help Desk Voice Mail

By KKegler ·
A new phone system is going in place. I am wondering while designing the Help Desk call system, what the general opinion is with regard to letting users "zero" out of a call for immediate assistance. I have a feeling that this will make every user "zero" out instead of leaving a message. Any guidelines?

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I would agree with your point

by j_most In reply to Help Desk Voice Mail

In a help desk I've worked on before, users had the option to "zero" out to leave a message. If the call was indeed urgent and needed immediate attention, they were forced to wait in the queue for a live person. I think this kept the call flow as fair as possible.

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Your call is important to us; please remain on the line.

by CharlieSpencer In reply to Help Desk Voice Mail

Your call may be monitored or recorded for quality control or training purposes.

Your call will be answered in the order in which it was received.

All of our technicians are busy helping other employees of <<name of company>>. Currently there are <<number>> callers ahead of you, with an average wait time of <<number>> minutes per call.

Press 1 to leave a message and have our technicians return your call.

Press 2 to hear answers to frequently asked questions without losing your place in the hold queue.

<<Insert Muzak version of Barry Manilow's 'Copacabana' here.>>

Your call is important to us, ...

<<Pushes zero until the printing on the key wears off>>

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Thank you

by KKegler In reply to Your call is important to ...

For some great suggestions as well as a good chuckle at the end of a very long snowy cold day!

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depends on call flow

by master3bs In reply to Help Desk Voice Mail

I worked at a help desk sometime back, and if we had allowed people to leave messages I guarantee you they never would have been checked. If your call volume is routinely very high I would advise against it.

It you can handle your call volume, and don't have many customers waiting in the que then you could probably dedicate a handful of people to respond to the messages.

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