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design patterns of phone support.

Posted on 2014-12-21
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Last Modified: 2015-01-04
support phone call

increasing experience
godaddy starts with sales and after a long phone call sales stands up from their desk and then asks support and sales walks back to their desk and continues phone call with new information.

verizon starts with an operator that routes phone call to billing or customer service. If customer is unsatisfied there is a supervisor that answers the phone

bank switchboard prompts user if business account, personal account, loan and then a specialist picks up phone.  If customer is unsatisfied there is a supervisor that answers the phone

decreasing experience
a lawyer takes the phone call and determines if it is a money making case and then client speaks to paralegal gathering information



Is this a design pattern? Please use more technical terms describing what I wrote.
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Question by:rgb192
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Scott Fell,  EE MVE earned 500 total points
ID: 40512557
First, I don't think you can compare the lawyer that receives a limited amount of phone calls per day vs large companies like godaddy or vzw that have large inbound call centers to handle thousands of calls.  

The system of routing your call could be an IVR (Interactive Voice Response).  The IVR is probably tracking your phone number you called from, testing to see if there is a related account, tracking how many times you call in, amount of time you spend on a call and where you route to.  

Once you get to what you think is the correct person and it is determined they can't help you, your issue may get escalated to either a higher tiered technician, manager or different department.  

Many larger companies use a presales department where those folks are only trained to vet you as a potential client and determine your basic needs. From there, they connect you with the right type of sales executive.  You may get one sales department for small business and another for enterprise.  This is done to allow the sales person talk to the most amount of qualified leads.

In the case of godaddy, they take every opportunity to try and sell you something.  With lower prices, they have to  have the volume.   When you host with a service where their main focus is hosting you don't get that type of sales treatment when you are trying to make a technical call.
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by:rgb192
ID: 40530360
thanks for information about call placement and ivr
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