Many calls that reach your service desk are probably well-known issues, and your team has solved them umpteen times before. Luckily, TOPdesk allows you to deal with these recurring calls quickly thanks to suggestions in calls.
How does it work? In the first step, operators save their solutions in knowledge items. Later on, when a known issue pops up again, the whole support team can fall back on these answers. Call durations will drop, which in turn means reduced costs per call. What is more, operators are going to like this workflow as well. For them, knowledge items mean more time to work on what they're really good at: putting their teeth into new tricky issues.
Suggestions in calls is a widget for the call card in TOPdesk. It allows operators to search the knowledge base for suitable solutions from within a call. In case a knowledge item proves to be outdated, the support employee can directly update the item.
Sounds handy? Read more about the Suggestions in Calls widget in this blog post about Shift Left. In case your organization doesn't want to adopt this workflow for the time being, you can deactivate the widget in the settings.
When your organization is convinced by the added value of knowledge sharing, you might want to look into the Knowledge Centered Service (KCS1) concept. This set of best practices and processes promotes demand-driven documentation for service desks. When organizations have implemented this approach, they report a drop of call durations by 50-60% on average.
Get cracking with KCS right away? Go ahead, TOPdesk software supports the most important KCS features by default. For more in-depth information on implementing KCS, head over to the blog post 'How to implement KCS in 5 steps'.
1KCS® is a service mark of the Consortium for Service Innovation™. All rights and interpretations belong to the Consortium for Service Innovation and can be found on www.serviceinnovation.org.