Call Center Tracking Form
Confidentiality FAQ
- Quick reference for what we can do over the phoneGeneral Library Information
How to handle a complaint
Listen with empathy and attempt to resolve if within your scope (such as, Claims Return, offer clarification of policy, etc)
Transfer to specific manager
Transfer to a Branch/Department
Call for Customer
• Searching for someone at a specific location- can transfer to location, but we can't page or let caller know if the person is there
• “I got a call from this number”
• If it was an automated call it should leave a message, but we can check their account.
• If it was a call from a specific employee we can transfer
• If no idea, it could be a call from any library phone (or public phones), so with no message left we really are not sure
Account Help
How to obtain a library card- Info
Registration - Patron can find it at on our website About Us>Get a Library Card
Due Date Inquiries, Renewals, Fines Questions, Damaged/Lost Material-try to resolve, but if you can’t transfer to Circ ext 540 or appropriate branch
Debt Collection issues- refer to Circ Manager ext 640
Obtaining Materials
Holds- Placing holds, Changing holds, Cancelling holds- can be done over the phone
Purchase Requests- refer to website or take info for follow-up
ILL-Refer to website or take info for follow-up. If there are issues contact ext 607 or 692 http://www.pueblolibrary.org/services/interlibraryloan
Program Information
Details about calendar events any further questions can be directed to the contact person for the event or the dept.
Class Registration or Cancellation
• Patrons can register themselves at http://pueblolibrary.evanced.info/eventcalendar.asp
• Non-Library Events at the Library- can refer to the meeting room schedules at
http://pueblolibrary.evanced.info/roommaintenance.asp
Meeting Rooms
Meeting Room Questions/Reservations
• You can also let patrons know about the self service option on our website Services> Reserve a Meeting Room
Questions or Issues or a Reservation for the next 7 days:
For Rawlings transfer to Circulation
For other branches to specific branch
Specific Services
Tablet Checkout-issues to RRA or appropriate branch
Donations- Monetary inquiries ext 605, materials taken at branches or Books Again
E-Media (3M, Hoopla, Databases)- RRA ext 601 or appropriate branch
Computer use
Printing, Copying- 10￠/page for black & white, $1/page for color (only Rawlings has a change machine)
Scanning-Free
Spanish Speaker-
Dial ext 615General Questions -
Some may be transferred to reference. Questions about:
• Pueblo, directions
• Technology (not necessarily related to the library)
• Phone number and/or address lookup-take note, place on hold to research, limit 1 per call
• Municipal / Voter / VITA Tax info and / or contact info for agencies
• Social Service needs - 211
• Services we don’t provide: notary, proctoring, faxing- offer suggestions when readily available
***For most up to date phone extensions and employee listing go to All Staff on Vega (O:)> INFORMATION> Telephone Ext-Dept List