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    Service Management - Zoho Desk Scope

    Uploaded by

    Rinu George
    The document outlines a proposed call center management and ticketing system to handle customer inquiries from various channels. It would include a call answering team to take initial inquiries and pass them to relevant departments, a business inquiry handling team, a technical team to resolve issues and escalate to field technicians if needed, and a product inquiries team. It also discusses automating parts of the process through bots, routing calls and messages to a single interface, building a knowledge base, and generating weekly and monthly reports for management.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Service Management - Zoho Desk Scope

    Uploaded by

    Rinu George
    39 views2 pages
    The document outlines a proposed call center management and ticketing system to handle customer inquiries from various channels. It would include a call answering team to take initial inquiries and pass them to relevant departments, a business inquiry handling team, a technical team to resolve issues and escalate to field technicians if needed, and a product inquiries team. It also discusses automating parts of the process through bots, routing calls and messages to a single interface, building a knowledge base, and generating weekly and monthly reports for management.

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    Service Management - Zoho Desk Scope

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    The document outlines a proposed call center management and ticketing system to handle customer inquiries from various channels. It would include a call answering team to take initial inquiries and pass them to relevant departments, a business inquiry handling team, a technical team to resolve issues and escalate to field technicians if needed, and a product inquiries team. It also discusses automating parts of the process through bots, routing calls and messages to a single interface, building a knowledge base, and generating weekly and monthly reports for management.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    39 views2 pages

    Service Management - Zoho Desk Scope

    Uploaded by

    Rinu George
    The document outlines a proposed call center management and ticketing system to handle customer inquiries from various channels. It would include a call answering team to take initial inquiries and pass them to relevant departments, a business inquiry handling team, a technical team to resolve issues and escalate to field technicians if needed, and a product inquiries team. It also discusses automating parts of the process through bots, routing calls and messages to a single interface, building a knowledge base, and generating weekly and monthly reports for management.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    We would need a call centre management and ticketing system to manage the customer enquiry

    and service requests coming in through various channels of our operation nodes or customers
    directly.

    1) Business Enquiries
    a. Calls
    b. Emails
    c. Facebook (multiple pages and branch pages) – As comments
    d. Facebook Messenger
    e. Instagram – As comments
    f. Instagram DM
    g. Whatsapp
    h. Websites

    2) Service Enquiries
    a. Direct
    b. Callss
    c. Distributors

    3) Product Enquiries
    a. Calls
    b. Emails
    c. Facebook (multiple pages and branch pages) – As comments
    d. Facebook Messenger
    e. Instagram – As comments
    f. Instagram DM
    g. Whatsapp
    h. Websites

    Ticket Raising
    Need to be researched how much of this process can be automated through bots across
    various channels (eg: Jio Care: +917000770007) or IVR functions across the phone.
    Take the calls and messages pooled on a single interface and allocate them to the relevant
    department/handlers.

    Call Answering Team


    The aim is to keep the call time minimum and take the basic information and pass on the details
    to the relevant team/sections and be responsible for closing the ticket except for the service
    call.

    Business Enquiry Handling team


    A ticket has to be raised for the same and this will have to be routed to the appropriate business
    executive. This ticket will have to be closed by the call answering team itself based on the report
    from the business team after speaking to the enquirer.

    Technical Team
    Call back the customers based on the ticket details and try to resolve the issue over the phone
    support. If that is not possible, escalate the issue to the field technician through the Service App
    giving the preliminary analysis of the problem. The technical team is responsible to coordinate
    the repair ticket and close the ticket within the SLA decided.

    The knowledge base has to be built by the technical team based on the solution provided.

    Service Team Efficiency to be monitored by the Service Head and needs to take action based on
    the SLA violations.

    Product Enquiries
    A ticket has to be raised for the same and this will have to be routed to the appropriate product
    specialist. This ticket will have to be closed by the call answering team itself based on the report
    from the specialist after speaking to the enquirer.

    Weekly & Monthly automated reports

    Relevant reports should be automated on a weekly and monthly basis for the higher
    management to review the system efficiency.

    License Cost

    License cost for Zoho Desk users to be kept optimally minimum for achieving the desired results.
    Zoho CRM also can be considered to be implemented, if required. Interfacing the service
    invoicing with the currently active Zoho Books is also to be managed.

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