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How are my documentation skills and thoroughness when recording various stages of an issue in a call logging database?

Elvis Elvis

As explained in the previous topic documentation of how problems are fixed is paramount to maximising productivity.

In large organisations and call centres the helpdesk ticket system is monitored by management. Metrics and stats are measured and individual and team performance gauged on that.

For this reason you need to be on top of documentation and call logging. One constant similarity between every place I have worked in is that call logging is not something to be overlooked.

If a department is looking to downsize they will make their decision from the helpdesk stats. Similarly if there is a promotion to be had these metrics will play a large role in deciding who gets it.

It’s very easy to do work and not log it, when you visit a user at their desk the person next to them will ask you to look at something for them while you’re there. Look at their issue for them and get them to log a call for it in return.

How are my documentation skills and thoroughness when recording various stages of an issue in a call logging database?
After a while you’ll have friends around the office and people you’ve dealt with a lot. They’ll start emailing you directly with their issues, explain to them the importance of your documentation. Because it is important…very important.

If an ongoing issue is waiting on some external factor to be resolved (hardware or software order to arrive) update it every now and then with a status report. Even if it’s just “part not in yet, phoned supplier again who informed me part will be shipped tomorrow [date] am. Will follow up then.

You must be proactive with call logging I cannot stress this fact enough.

Call logging/helpdesk ticket programs are all very similar in what they do, typically they enable you to:

  • Open new calls.

  • Update those calls.

  • Assign the calls to different people.

  • Use an email function to inform the user of progress.

  • Close call when resolved.

  • Search the database for previous calls by fields such as user, issue type and resolution.

I’ve used a variety of call logging programs such as MS Outlook, Lotus Notes, Heat, Remedy and in house developed web/intranet based programs.

When you’ve seen one you’ve pretty much seen them all.