Currently at my company we have a help desk that supports our software only, however about 30% of all the calls we get are related to hardware, network or Windows problems.
We want to eliminate these calls as much as possible, and are not sure how to go about it.
We have come up with a few different options but would like to know of ways that other company's deal with this.
The ideas we have had are:
- Inform the customer you need to terminate the call and then terminate the call (seems rude)
- Billing for the calls/time taken to answer them
We have already spoken at length with the managers of our customers about this and the fact we do not support hardware, network or windows problems, however we are still receiving these calls.