CALL FLOW CHECK LIST- By Rakesh Sivaraman

NOTE: See end of the post for detailed D's
CALL OPENING:

“Thank you for calling DELL TECHNICAL SUPPORT, My name is….how may i help you today.”
__________________________________________________________________
OBTAIN SRV TAG #

“if i understand you correctly the issue you are facing is ..... to assist u further may i have your system Service tag number pls" please[DI1] ”
___________________________________________________________________
CONFIRM SRV TAG #

“Let me confirm, the service tag # is[DI2] …”
___________________________________________________________________
THANK THE CALLER

“Thank you for the information”
___________________________________________________________________
CHECK Co#

Should be 9,13,19, 22, 29, 21 and 37
___________________________________________________________________
VA

“may i have your name and phone number please(only 1 information required for VA)? and may i have your e-mail address as well?“ (incase they don’t match then the address[DI3] ”
“Thank you so much and may I call you by your first name”
“……, ” (verify it[DI4] )
___________________________________________________________________
THANK THE CUSTOMER

“Thank you for verifying your account details”
___________________________________________________________________
VERIFY
SYSTEM MODEL
OPERATING SYSTEM

“Let me confirm the system you are calling for is[DI5] …, with windows[DI6] …”
___________________________________________________________________
WARRANTY STATUS

“_____, just to keep you updated the system warranty[DI7] …has expired[DI8] / is active[DI9] ”
___________________________________________________________________
RECAP PREVIOUS ISSUE

“I see that the last time you called us, you had an issue with … Was that issue resolved to your satisfaction or is it the same issue that you are calling us for[DI10] ?” (if it’s the same issue, give an empathy statement) (if not then next…..)
___________________________________________________________________
ASK FOR PROBLEM

“i understand your concern and by the end of this call i would try my level best to troubleshoot the issue”
___________________________________________________________________
PARAPHRASE ISSUE
“ is[DI11] …..”
EMPATHY STATEMENT
…………………………………………………………………………..
ACCOUNTABLITY STATEMENT

“…..I’ll certainly be able to help you with this and together we will perform some simple troubleshooting steps to find out the best possible resolution”

PROBE

“Before we proceed, I would like to know a few more details[DI11] ”
___________________________________________________________________
HOLD [IF NECESSARY]

“May I put your call on hold for 3 mins while I research on the issue?”

TROUBLESHOOTING

DUPLICATE ISSUE AND RESOLUTION
“….., Today you called in for …. And we did …,
Has the issue been resolved to your satisfaction[DI12] ?”
___________________________________________________________________
HEAT CHECK / TEMP CHECK

“ I'm preparing to enter the final notes and close this journal. Before I do, have I addressed all the questions or concerns that you called in for today?”[DI13]
___________________________________________________________________
PROVIDE CASE # / DPS #

“Please note down the case#/ Dps# of this call for future reference”
___________________________________________________________________
MENTION SUPPORT SITE

“for any further information regarding DELL product and services you can also log on to our website www.support.dell.com[DI14] ”
___________________________________________________________________
OFFER FURTHER ASSISTANCE

“Is there anything else I can help you with regarding your DELL Dimension ………………………….

CALL CLOSING

“Thank you for calling dell have a nice day”

For any updates mail me at Rakesh_Sivaraman@dell.com or contact your trainer.



[DI1]A SRV TAG is a 5 OR 7 digit ALPHA NUMERIC CODE, Which is found on a white BAR-CODED label affixed on either sides or at the rear panel of your system tower

[DI2]CONFIRM THE SRV TAG USING THE NATO LIST:
A ALPHA
B BRAVO
C CHARLIE
D DELTA
E ECHO
F FOXTROT
G GOLF
H HOTEL
I INDIA
J JULIET
K KILO
L LIMA
M MIKE
N NOVEMBER
O OSCAR
P PAPA
Q QUEBEC
R ROMEO
S SIERRA
T TANGO
U UNIFORM
V VICTOR
W WHISKY
X X-RAY
Y YANKEE
Z ZULU


[DI3]Ask for NAME or TEL # or ADDRESS (any 2 of the 3 should match) and EMAIL --- UPDATE AS NECESSARY --

[DI4]CONFIRM THE SRV TAG USING THE NATO LIST:
A ALPHA
B BRAVO
C CHARLIE
D DELTA
E ECHO
F FOXTROT
G GOLF
H HOTEL
I INDIA
J JULIET
K KILO
L LIMA
M MIKE
N NOVEMBER
O OSCAR
P PAPA
Q QUEBEC
R ROMEO
S SIERRA
T TANGO
U UNIFORM
V VICTOR
W WHISKY
X X-RAY
Y YANKEE
Z ZULU


[DI5]Should be DIMENSION / OPTIPLEX (all other need to be rerouted to their proper queue)

[DI6]Can be any windows version (95, 98, ME, 2000, XP HOME/PRO, Media Center Edition) --> For all MCE applications support route the call to MCE Support.

[DI7]Inform the customer about the warranty status of the system: NBD / NDQ / LT / NW / CC
[If the warranty has expired inform the cust of the same and also about the part replacement and support boundaries]

NDB - Next Business Day
NDQ - Next Day Qualxserv
LT - Limited Warranty (only phone support no part service)
NW - Night and Weekend
CC - Complete Care


[DI8]“I'll be happy to troubleshoot the issue however if we need to replace any part I'll transfer the call to the sales department”

[DI9]“During troubleshooting, if we need to replace any part, I would be glad to do it for you.”

[DI10]Confirm if the previous issue was resolved or not, If the cust has not called for the first time.

[DI11]Rephrase the issue to confirm it

[DI12]Confirm if the issue has been resolved or not.

[DI13]Check the level of CALLER / USER satisfaction and CE for the call.

[DI14]Give the support site web address to the caller (www.support.dell.com)