What is Call Management?

What?

UniDesk is a service improvement solution, which we use to improve and monitor our support. One function of UniDesk is Call Management.

A call is a request, query, or issue that is recorded on UniDesk. Call Management is the process of responding to incidents (where something doesn’t work as it should) and service requests. The goal of Call Management is to address the issue or service request as soon as possible. Often this requires a workaround, or quick fix. With Call Management, perfect solutions or underlying causes are not sought. Rather, the focus is on the speed of resolution.

The process of Call Management involves communicating with the user and other members of support staff, and recording what we’ve done to fulfil the user’s request, answer their query, or solve their issue.

Simply put, the aim of Call Management is to provide a workaround for the issue the user is having and confirm the user is happy.

Who?

The person who has the request, query, or issue, is referred to as the user, or caller. Members of support staff are referred to as operators. Groups of operators (which often correspond to real-life teams) are known as operator groups.

How?

We can use UniDesk to assign the call to the relevant operator group, to record work we’ve done, and to communicate with the user and other operators. When the user is satisfied with the work we’ve done, we close the call through UniDesk. This wiki has been designed to help you to use UniDesk.

Why?

In the short term, UniDesk allows us to keep track of any calls that we are responsible for, communicate with other operators, and collaborate with those operators to provide the best level of user support possible. In the longer term, UniDesk helps us to monitor recurring issues, via another function (or module), Problem Management.