Question

Primary Task Response: Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas:

You manager has asked you about a phone-based support system. You want to be prepared to discuss the pros and cons, but you want to make sure you know and understand the various solutions available. Discuss at least 3 different phone-based solutions that can be used in a call center for a help desk.

In addition to describing the various solutions, discuss the pros and cons of each.

Answer 1

Following are the possible phone-based solutions for designing help desk.

1) Making a Phone Call:

We need to maintain multiple phones or one phone at help desk. Phone numbers should be shared with the users/employees or any-one who can ask questions at help desk. So, anybody having issues can directly reach to help desk by making a phone call.

Pros:

1) If anyone gets a problem then he can directly contact help desk and resolve the issues.

2) It’s very suitable for users to tell their problems as direct conversation takes place with help desk person.

Cons:

1) Only limited number of users will be able to share their problem at a time.

2) So, a user who is in deep need to solve a issue immediately may have to wait as help desk phone may be busy at that time, and so it is a drawback.

3) Maintaining multiple phones, and multiple people at help desk will be a drawback, as it will take more cost for the company.

2) Sending a text message:

We need to maintain multiple mobile phones at help desk.Mobile phone numbers should be shared with the users/employees or any-one who can ask us questions. So, anybody having issues can directly send the text message to help desk.

Pros:

1) Multiple users can send their issues at a time.

2) Users do not have to wait if help desk person is resolving some other user’s issues, as users will not get help desk phone busy status, they will be able to send text message directly.   

Cons:

1) For users typing the problem in text format is an overhead.

2) There can not direct conversation between user and help desk person.   

3) Creating a whats app group:

We can create a whats app group and add all the users/employees or any-one who can ask us questions into that group.So, anybody having issues can directly post their problem to help desk.

Pros:

1) Multiple users can send their issues at a time.

2) Users do not have to wait if help desk person is resolving some other user’s issues, as users will not get help desk phone busy status, they will be able post their problem directly.

3) This is a very nice option as users can post relevant images which can explain the problem clearly and easily.   

Cons:

1) Internet connection is a must for having access to whats app.