Telephone Answering and Job Dispatch

Scenario:

The phone will ring and will be diverted to you. A short message will play advising you that this is a call from us. You will answer in our company name.
The customer is looking for IT help and more often than not will need to book an appointment. You always get people giving you their life story or looking free help and at this point you will quickly need to ascertain whether they wish to book an appointment for help. There are some cheeky buggers out there.

So for example, Hi , I think I have a virus on my computer, it's going all weird with pop'ups. You would need to collect as much information as possible. I will provide you with a sheet to follow to help you along the way so don't worry if you're not so IT savy but of course - if you are it would help.

You've now taken the callers details and they will want to know what times are available. You won't know this right away and may need to call an engineer to find out if they can do the job. I will arrange that the engineers will email you every day with their availability to help.

You may wish to tell the caller you will find out from our engineers who is available or simply book them in based on the engineers daily availability.



Once the engineer agrees to the work, he will go out and do the job, obtain a signature on a job sheet which he will return to you via email.


Thats the basic process but i will obviously write up a process sheet for you,


This is a fast turnaround job and you would start receiving calls from wednesday this week and trials taking place shortly after acceptance.

This is a fixed period of 7 days and other future projects will apply due to expansion hopefully.

You may wish to provide input on various other methods of the process.
The main concern is to make sure engineers turn up, do the job, complete the forms and ensure payment is taken honestly.

On an average day we receive around 3-5 calls at present.