Imagine me, I am the new team lead of a small, internal Help Desk. Unfortunately, process & procedures have not been developed so some aspects of Call handling need to be formalized – specifically, the call re-assignment process.
At the moment, if a technician can’t resolve the call, he/she contacts the primary Help Desk Analyst and asks her to re-assign the call to a different person, using our Help Desk software applicaton. The quantity of calls is low so it’s an informal “can you do me a favour?” type of atmosphere.
I would like the technicians to do the Call Re-Assignment themselves but they are reluctant. Am I off-base? No…here’s how to handle the call re-assignment process….
If you can get everyone to agree to pass them on themselves, that is a good thing – provided that it does not become a way to put awkward problems to the bottom of the pile by giving them to someone else. What I’ve done in the past is make it a “pull” operation rather than a “push” one – calls are taken by the new assignee rather then given to them by the current assignee. This means there has to be a discussion before the re-assignment, which immediately takes out the risk of unnecessary or delaying call reassignments.
In efficiency terms, not re-routing via the desk is a good thing, since it speeds up call transfer. After all, the call is always owned by the desk (it is, isn’t it?!) since they do the progress chasing and the technicians are temporary custodians.
In measurement terms, this is the “bounce count”- the average number of times a call is reassigned in its life. This is one of the main KPIs for a Helpdesk operation. A good desk should aim to keep it as low as possible.