Call Management is one of TOPdesk’s most important processes. This module makes it easy to register, organize and safeguard incoming calls, and assign them to operators or operator groups. The Call Management process supports your daily tasks and helps you process calls more efficiently.
Simple call registration
TOPdesk’s Call Management module helps you register and process all complaints, wishes, requests for information and malfunctions. Your front office processes the calls that can be resolved quickly. If a call requires a specialist, it can be forwarded to your back office or one of your suppliers.
Safeguard your calls
When you receive a call, TOPdesk calculates the target date based on the priority and projected duration you enter on the card. Each incident can be automatically assigned to an operator, operator group or supplier. The operator can view his calls and the corresponding target dates on his personal Task Board. You can also use the Task Board to create printed work orders. Everyone has all the information they need to perform their tasks, even if they do not work in TOPdesk.
Knowledge Base and standard solutions
You can create a Knowledge Base within TOPdesk. This will let you search through the solutions to previous calls, such as the procedure for a malfunctioning lift. Standard solutions help you save time processing calls. TOPdesk recognizes recurring problems based on categories and key words, and indicates when a standard solution is available. Problems are resolved in a few clicks, saving your service desk valuable time.
Insight into your services
TOPdesk offers personalized Dashboards to monitor processes. The Call Management Dashboard displays insightful graphs and diagrams: how many calls are open, how many are processed on time, etc. What’s more, you can create virtually any report imaginable in four easy steps with TOPdesk’s powerful reporting tool. Call Management reports can grant insight into the most common calls and average durations.
This module is available in the following TOPdesk packages:
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Efficient service desk management
Do you know which service desk employees will be at the office this week? Do you know which important tasks need to be picked up if someone calls in sick? TOPdesk’s graphical Plan Board makes it easy to edit and keep track of your department’s timetable. The Plan Board also incorporates essential information from Call Management: you are able to see how many incidents are currently assigned to your employees, letting you gauge their current workload.
Let customers log their own calls
TOPdesk’s Self Service Desk eases the pressure on your service desk. Your customers can use this module to log their own calls in TOPdesk. They are also able to track the status of their calls. The Self Service Desk lets you publish (parts of) your Knowledge Base, making it easy for your customers to resolve their own problems.
Integration with other modules
TOPdesk’s modular structure makes it highly customizable. The Call Management process has been integrated with other modules such as Contract Management and SLM, Asset Management, Property Management and Event Management. For instance, the Asset Management integration lets you see which company assets are linked to incoming calls, making it easy to determine which computers need maintenance or which rooms are in need of repairs. Meanwhile, determining incident duration for suppliers and checking whether agreements are upheld is made easy through the Contract Management and SLM module integration.