Phone Calls

If you are in the office during business hours and scheduled to work, you must answer the main phone line 4-4000.  THIS IS YOUR #1 PRIORITY!

NOTE:  When on the phone always be courteous and timely, you never know who may hear you speak.

Greet incoming callers with a dialog similar to the following: 

1. “Thank you for calling the ITaP Customer Service Center.  This is (your name here).  May I ask who I'm speaking with?”
2. Customer gives you their name
3. “Thank you.  Can I get a call-back number for you incase we are disconnected?"
4. Customer provides a phone number
5. "Thank you.  How can I help you today?”

When the conversation is ending, ask the customer if there is anything else they would like help with.           

End the conversation by thanking the customer for calling and saying “Goodbye,” do not just hang up on the customer after they indicate their issue has been resolved.

Phone calls to end users should be made, if user is not present, leave a voicemail indicating who you are (the ITaP Customer Service Center), their ticket number (for quick retrieval of their information and status of problem), and ask them to return the call to 4-4000.  Once a phone call is placed and a voicemail left with the customer, the ticket should be modified to Pending (Customer) status, document that a phone call was placed and send a follow up email to the customer.

Office Phone(s)

• Make sure you answer the phone in the office promptly.
• Personal calls should be brief and when work volume is low.
• The CSC phones are for official ITaP and Purdue University business only. 
• Outgoing calls should be placed using the 'Call Center' line on the phone.
• The speaker phone should be used minimally to keep the noise level to a minimum.