# First contact #
When the customer calls the agent will either ask for their name or an existing service request number.
1. If the give an existing service request number then the Service request and all their history is shown.
2. If they give their name the agent can search on their details or if the customer does not exist then the agent can create them as a new customer. An email will be automatically sent to the customer with their new password to log into their portal where they can view all service requests.
The agent will record all of the details of the interaction, so if the customer calls back the next agent has all the information of previous interactions.
# Searching the knowledge management #
If the agent does not know the answer to a question being asked by the customer they can query the knowledge management to find the answers.
# Raising a service request #
If the agent can not deal with the issue they can raise a service request to pass the request to a back office expert who is better placed to answer the question. We provide scripting whilst the agent is completing the service request, so the agent does not need to be an expert in the area but they will have the tools to ensure they ask the right questions and present the correct information.
Software by ITouchVisionwww.itouchvision.com