sushants81

Hi Sudhir, Guess its a pretty old Blog and you must have successfully found solution for that if not, I would like to suggest the below: 1) Analyze the nature & frequency of the queries. 2) Do a root cause analysis of the queries which you think are of repetitive nature, evaluate whether a change in process or a simple knowledge gap fix that would be required. 3) In case the nature of queries are of varied nature then a process around resolution of those queries must be established formally with a query tracking software (doesnt cost much) which would provide you flexibillity of tracking your queries, run reports, analyze the nature and frequency of problems and inform the client about the same. 4) One suggestion is that the client must be involved to dictate the priority of issues and there must be some nominal cost involved for answering queries which will again help in filtering the unwanted queries. 5) Lastly, its desirable that a knowledge base be designed giving the client's employees enough information on the payroll calculation faqs which itself must filter massive portion of queries or atleast they may be directed to the knowledge base if need be. Hope that Helps