How the System Works

Call Processing and Recording

All incoming and outgoing calls are recorded; complying with European legislation. The details taken from the caller will include ‘name’, ‘address’, ‘contact numbers’ and the ‘details of the problem’. These details will be recorded into WorkManager, which forms an integral part of the Information Management System. Under no circumstances will the rank of the caller or occupant be recorded. In addition, there is also a translation service available for occupants who do not have English as their first language.

For each call logged by the Help Desk, the caller will be given a unique reference number and this will remain with the task through to solution.

Categorisation of Problem

When a problem is reported to the Help Desk, the nature of the fault is recorded. Should the Agent not be able to rectify the issue over the phone, classification is awarded a category of either an Emergency (attend within 3 hours and make safe within 24hrs with subsequent rectification in line with urgent or routine categories), Urgent (attend within 5 days) or Routine (attend within 20 days) appointment. This decision is reached through intelligent questioning using the “Decision Tree”. Any problem not falling into a clearly defined category will be deemed an emergency. The Help Desk agent will assess the problem, whether Response Maintenance, Incidental New Works (i.e. outside of our Contract) or if the maintenance could be included in a forthcoming round of core project based work, always making sure the caller is not left in a dangerous or high risk situation by the end of the call.