Call Avoidance, First Call
Resolution and Diagnose before Dispatch Concepts by Gene Wong
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Overview
Things to consider…
According Gene Wong, Computer Associates
…for your Call Avoidance, First Call Resolution and
Diagnose before Dispatch strategy.
- Know what’s out there?
- Assist Management – Hardware & Software, warranty specs and licenses
- Provide some sort of visualization to your people
- Have the capability to deploy software for new implementations,
fixes, patches, updates/upgrades and new configurations
- Ensure your systems and tools are integrated to ensure ease of use
and require less training
- Provide remote control functionality to take control of the end users desktop.
- Fix problems easier
- Show the end user exactly how to fix the issue
- Have Network Management capabilities to understand future network
issues and prevent problems before they happen.
- Servers running at maximum and data storage centers full.
- Agent Technology – for automatic ticket generation to the helpdesk
when something looks wrong
- Provide a Web Interface (Portal Management) to bring everything
together for your technicians/TSR/CSR’s
- Provide Knowledge Tools and use document templates as one step in
effective Document Management
- Provide a web interface for end user self service – status checks
and announcements informing about system outages
- Automating password resets
- Implement wireless technology for your deskside technicians to
update case/request status via handheld computers.
- Survey your customers regularly to know how you’re doing and where
you can improve processes, procedures and provide training.
- Ensure you can route requests to the most qualified available
technician.
- Implement predictive tools to study situations which affect call
volume. Plan better and reduce call volume.
Summary prepared by Jeff Lynt
VP Programs Help Desk Institute, Ottawa Chapter
Jeff Lynt
inRound Innovations Inc.
www.inround.com
