HELP DESK & QUERIES

Module 23/4/94

E-MAIL ("HELP DESK" CONCEPT.)

Although we would need to use it extensively for

• internal Communications between all of our 20/25 workstations
• Communicating with those of our Clients who have E-Mail (2 way)
• Communicating with our "Associates" who will install E-mail.

(it is highly unlikely that our "Candidates" will ever use it to send us their bio-datas. $\rightarrow$ proves that I could not see 4 years ahead! 24/8/98)

Reason?

• Lack of access to a computer with E-mail facility
• Having to type out their bio-data on E-mail & lack of privacy to do this
• Fear of someone in the office "uncovering/discovering" the file in case he is unable to erase totally after transmitting to us.

The alternatives most likely to be used by the Candidates (to send their bio-datas to us) are:

1. Post / Courier
2. Fax
3. "Phone-in" bio-data

(Module #3 Proactive Marketing)

We want to encourage #3 because of its tremendous potential, every executive has a telephone.

So we must install VOICE-MAIL so that an executive may "phone-in" his bio-data.

Initially we may leave VOICEMAIL (and therefore part or whole of our LAN system?) ON

from

• 6 am $\rightarrow$ 9 am (before executive leaves for office)
• 7 pm $\rightarrow$ 12 midnight (after return home)

Whatever is "deposited" in the Voice-mail box is entered / keyed-in daily into our SYSTEM, by one or more operators (as daily assigned by EDP Manager.)

But this will not suffice.

We would want executives to "phone-in" their bio-datas even during the working-hours viz. 9 am $\rightarrow$ 6 p.m.

It is for this reason that I have envisaged the

TELECOM ROOM.

This is where 3/4 operators will sit with - head phones - a PC

They will ask "questions" to the executive (as per format appearing on the screen) phoning.

As they listen to the executive, they will key-in the "answers".

This is a very common situation in lots of SERVICE INDUSTRIES

e.g.

• Airlines / Railways
• Hotels
• Transport / courier
• Computer Maintenance $\text{co}'\text{s}$
• Telecom Companies

If we, someday, can install a reliable VOICE RECOGNITION SYSTEM, we can do away with key-boards. Each operator will sit in a sound-proof, glass-partitioned cubicle and READ / SPEAK-ALOUD the answers as SHE listens on the head-phones.

At least one telecom operator will be needed to answer telephonic (A) queries from the Candidate. They would want to know whether

(23/10/98)

• We have received their bio-data / RF (bio-data by Executive No.)
• We have sent their bio-datas to every client & if so response received / and $\text{he/she}$ has been short-listed by the client after $\text{his/her}$ interview $\text{on } \text{so-and-so } \text{date with}$ everything about such-and-such client or if candidate $\text{he has been rejected.}$
• When can he expect to receive an offer.
• Whether we have recd their UPDATE form etc. etc.

Similarly, the same operator will also need to phone-up many

cheque, this request will remain in

INACTIVE / DORMANT REQUEST FILE.

As soon as Terms are confirmed / advance received - and this information keyed-in (into FINANCE / ACCTS MODULE?), immediately the request will be transferred automatically to

ACTIVE REQUEST FILE.

Receiving - and processing - requests over telephone will remain a preferred mode for many client-companies.

Of course, they should be encouraged to send requests

• over E-mail

(direct "assimilation" into our system with OLTP (Online transaction processing))

• over Fax

(directly "read into" our machine system through a fax-card (or a scanner?) and assimilated online.)

• over Voice-Mail

(read and Keyed-in by our Telecom operators into our system.)