PC Helpline Closed Loop Call-Handling Methodology for Technical Support

Introduction
PC Helpline’s call handling methodology is based on taking the sole ownership of the problem (incident) until it has been resolved. PC Helpline provides level one “front-line” Support which excludes “Programming” and “Software Development” issues. Following methodical steps will result in the resolution of our customer problems by PC Helpline and/or other parties in the support chain:

Call Handling Procedures
1) Problem Prognosis:
On receipt of a problem statement, gain an understanding of the query by asking precise and thorough questions.

2) Problem Resolution:
Once the problem statement is clear, utilize corporate resources to determine the root cause and formulate the safest course of action that may result in the resolution of the problem. These resources include, In-house Product Specific Documentations, Customer supplied knowledge-base of common problems, manufacturer’s whitepapers via Internet, and Experience and knowledge of co-workers.
2a) Replication:
If the “root cause” or ‘the resolution” is not ascertained in any of the aforementioned resources, replication is attempted. Upon successful replication, more facts become available about the problem.
2b) Remote Troubleshooting:
Utilizing the latest technologies as needed for further investigation.

3) Incident Closed / Incident Escalated:
Incident will be closed or escalated on PC Helpline Call Tracking System depending on the outcome of our troubleshooting.

Notes:
• Replication and Remote troubleshooting need to be authorized by the Operations manager.
• Escalations are carried out in accordance to an agreed SLA with clients.
• All problems and subsequent actions are recorded in our call tracking system.
• Constant review of call activity for trend and performance analysis.
• Open communication with the client to ensure the most effective support is being delivered.
• Constant efforts are made to find the real “root cause” of common problems.