HDI-Help Desk Analyst

Capture rate ✘ Abandon rate ✘ Call return rate ✘ First call resolution rate ✔

Ask open questions. ✘ Ask closed questions. ✘ Provide more detailed explanations. ✘ Assume the customer has a basic level of knowledge. ✔

What is your login ID? ✘ Can you access e-mail? ✘ Are you logged on to the network? ✘ Which drives are displayed on your computer? ✔

Everyone ✘ Human resources ✘ Department managers ✘ Executive management ✔

Increase call volume. ✘ Saves time and money. ✘ Decreases network traffic. ✘ Requires lower maintenance. ✔

They reveal what abandon rate is acceptable. ✘ They reveal how the help desk is perceived by the customer. ✘ They determine the percentage of first call resolution (FCR). ✘ They determine what level of support the customer is receiving. ✔

Analyst asks clarifying questions. ✘ Analyst uses business language. ✘ Customer should be prepared to actively listen. ✘ Analyst adjust to customer pace and competence level. ✔

Use industry terminology to educate the customer. ✘ Use acronyms that are commonly used in the industry. ✘ Use vocabulary to match the customer's level of knowledge. ✘ Use the simplest terminology that is understood by all levels of knowledge. ✔

Customer Telephone Interface ✘ Calls, Telephones, and Internet ✘ Computer Telephony Integration ✘ Customized Telephony Intelligence ✔

It is printable. ✘ It is computer-based. ✘ It provides private access. ✘ It provides searchable topic fields. ✔