Your company will hire professionals and send them
alaptop and IP telephone which when connected to
the internet which will automatically dial into a VPN
server at your company. Helpdesk calls will be
taken in by the company and the customer will be
allowed to select the level of the technician they
would like to talk to. The higher the level of the
technician the higher the cost of the call. If the
technician cannot correct the problem, they have
the option to refer the customer to a higher-level
technician but the cost of the higher-level
technician will be deducted from the pay given to
the lower-level technician. Calls will be distributed
to the helpdesk personnel that is currently logged
into the system based on the call level selected by
the customer. After the call is completed the user
will have an opportunity to evaluate the helpdesk
person they were speaking with. This will affect the
helpdesk person’s rating and personnel will rise or
fall up or down the levels based on customer
feedback and supervisor interaction and evaluation.
Technicians will be paid for each hour they are
available to accept calls as well as being paid for
each call taken. There will be a database of
procedures that can be accessed by the technician
with procedures to clear the customer problems.
The database can be searched for a type of problem
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