Virtual Call Slips

Virtual Call Slips or VCS was first a hardcopy solution of an age old problem of over flowing phone queues. The company where this is being used provides toll-free support for its software products. The number of technicians is limited and at times the phone queue fills up and customer end up on hold for long periods of time. Not a good thing. Well the first solution was to have someone clear the queue, They would take the call, write up a call slip and place it on a peg board. As techs became available they would pull the calls off the board. The problem with this solution; you had to get up from your desk to check the board. Also, you had to be in the location of the board in order to assist.

Using VCS, call slips are entered into a web-based form and stored in a database. Open call slips can then be displayed on any web browser connected to the internet. As each call is closed it comes down off of the list. Now techs don't have to be in the same room with the peg board, they can be anywhere in the world. Since this software is located on a public domain all you need is a computer and access to the Internet to gain access to the board.

The real plus was we were able to create multiple boards.  Now there is a board for Tech Support, one for Sales and another for Accounting. We have also built in an automatic notification system that sends out an email every couple of hours telling managers how many calls are pending on each board. We created a history so we can go back to closed call slips and review or inquire about the call.

Now the original design was to be totally private. Call slips would be generated in house by one of the employees clearing the phone queue. But we didn't stop there in our design. We added a new web page to the Tech Support site called Call Back Slip. This allows customers to create their own call slip and then wait for a call from Tech Support. This has reduced the number customers even using the 800 number thus reducing costs. We also added the ability to add up to 3 one-meg attachments, so customers can include screen shots, data logs and other data with their call slip. This has reduced email to Tech Support.

With this innovation, this company has been able to allow more of its employees to work from home and open remote locations. So what started out to be a simple solution to automate a simple form has changed how this company is even doing business.