I am struggling with how to manage support call logging in a small support staff of two, plus myself. We get calls from one of our 60 remote offices (each office has from 2-12 employees), and we support about 60 users here at corporate. We use Track-It, which works nicely – when we use it. The two techs are usually so busy that they often skip the logging of short calls (5-10 min or less). I’d say we probably log less than 30% of our calls. I’m as guilty as any of this. I can’t see manually auditing the phone call records to reconcile the difference in calls logged vs. calls rec’d, especially with two different techs. I need to hire about two more people, but I can’t justify easily – because I can’t show the call volume in a proposal. What does everyone else do for call logging?
