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Call Center Management Using ITIL: Goal

1. To provide a single point of contact for Customers

2. To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.

Note: The main types of Call centers are:

Call Centre:                          only call dispatching, no other activities done

Unskilled Call center           call dispatching, incident tracking, feedback mechanism to clients

Skilled Call center               large number of incidents are solved at the Call center

Expert Call center                incorporates Incident Management and Problem Management (partly). Most incidents are solved at the Call center



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

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