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Call Center Management Using ITIL: Activities

The Call center performs the first line support for the IT Services.

 Apart from the Call Centre, all Call center types perform the following activities:

-          Receive all calls and e-mails on incidents

-          Incident recording (including RFC’s)

-         Incident Classification

-         Incident Prioritization

-         Incident Escalation

-         Search for Work Around

-         Update the customer and IT group on progress

-         Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports)

-         Perform daily CMDB verification

-         Report to Management, Process Managers and customers (through SLM) on Call center performance


Example of incident Handling at the Call center (source: OGC-Service Support Book)



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Help Desk Software World: Call Center Management Using ITIL (Activities)

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