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Post-Employment
: Call Center-Help Desk
![]() If no related Q&A exists or no matching policies are listed, the help desk person can do a search by keyword through all FAQs and policies. The search of the policy library includes a full text search of the documents themselves. If no results are located, the help desk person can simply click on a name of a Subject Matter Expert (SME), add a comment and transfer the question to that person or department. Date and time of all activities are recorded for follow-up analysis. Once a question has been resolved, the caller can be automatically notified of the result or the help desk person will be triggered to make the follow-up response, either on the phone or by email. If the employee directory is employed, the questioning employee’s identity is known and all follow-up activities can be automated. Integrates with:
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