Jan 30, 2017 - 10:38 AM
@honesty can you please answer this, it'll very helpful - as far i know in inventory it's important to mark a call as service if it's sure that it was answered by a qualified agent , sometime i find calls it's not so sure which dept it's but sound like service conversation .
as far i know when the agent can book appointment , or say something explicitly to prove he's from service or parts it will be service like-
"you need to change your oil, bring it tomorrow ,i'll will be here " ," i will look at problem bring it here "
but when there is no such option like agent says like-
"you have to bring to part/service, see what we can do" .
sometime i feel it's general comment to tell the customer to bring it to service or we should only rely on the conversation to mark it as service ? because sometime the caller don't know whom to say , they just saying their problem to anyone they find can help them .
i have example of this call but server is down now :( .