Basic process flow for calls

Support centers, even within one service company, can have different procedures for registering and handling calls.

However, the following basic procedures exist for registering a call:

  • A call is electronically registered, so without human interaction.
  • A call is registered by a call taker with little or no knowledge.
  • A call is registered by a knowledgeable call taker who is able to help.

In the second and third cases, a customer may give additional information in a subsequent call.

Basic process flow for calls

  • The incoming call is registered and a call number is assigned to the call. Depending on the structure of the service organization, the call can be initially assessed. All calls are assigned a priority, which determines the speed of response, amongst other things.
  • You can use LN Service for diagnosing.
  • If the call is registered only (as in first and second case above), a dispatcher can assign the call to a support center or to a support engineer.
  • If the call cannot be solved by the support engineer, the call can be dispatched to:
    • Another support center (second-line or expert support).
    • Field service, if the problem must be solved on site.
    • Depot repair involving RMA, if the customer must send the product (item) to a depot for repair.
    • A subcontractor.
  • After the problem is solved, the call can be invoiced to the customer. During the administrative handling, warranty and contract coverage is checked and applied. There is also a possibility to verify with the customer that the solution was accepted. At this stage, and depending on the business rules within a service company, the invoicing process can be started.
  • The call can be archived in History.

Transaction log

When a call is registered, a transaction log is created. During the call's entire life cycle, the transaction log is updated. In this transaction log information is stored about when a change was done, for which field, by whom, and the old and new content. This information provides a good insight in the call-solving process. which can not only be used to determine best practices internally, but can also be shared with the customer.