29-02-2004, 15:28
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#40
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Inactive
Join Date: Jun 2003
Location: Various
Services: 9am, 1pm and 8pm daily
Posts: 2,055
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Re: Ntl Tech Support
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Originally Posted by jimbo
It is assumed all calls are fixed first time, unless the customer then calls back within a certain period with the same problem. In this case, the 2nd agent should add his/her notes to the existing ISE, which will mean the call is known not to have been fixed first time.
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