■ Assume nothing. Your team should always confirm the details they see. This will ensure the correct caller is always identified and that your data is up-to-date.
■ Establish a standard process for receiving calls. For example, 1-confirm caller identity, 2-review history for a related issue, etc.
■ Establish standard statements for receiving calls. For example, "Good afternoon. This is Justin with IssueTrak Support. It appears...I am speaking with Ray at Omega...you are calling about issue number 4268. Is this correct?"
■ Establish tiered support. CTI consoles for every team member may be costly. Moreover, with or without additional technology in use, tiered service is a much more efficient issue management practice. Within this structure, only Tier One team members would answer incoming calls and require desktop consoles.