Inbound Phone Calls just Suck
Inbound Phone Calls just Suck
Source: /u/scorcora4
I’m really interested to hear what other organizations are doing to manage incoming calls from end users. We’ve got around 20 service desk technicians and a full-time dispatcher, but it feels like every call is a challenge when people are busy or the dispatchers are already on the line. Plus, clients are often frustrated with leaving voicemail, even though we’re trying to get back to them quickly. We’ve been trying to train clients to open tickets through email, a ticket portal or Teams via thread, but we’re still having a tough time with it. We’ve been in business a long time and many of our clients have been with us for many years, and it seems that the expectation is you can call and get a technician to help you immediately regardless of the priority, which just doesn’t scale. submitted by /u/scorcora4 [link] [comments]