How can call centres help manage and filter random calls for on-call IT staff?

Call centres can effectively manage and filter random calls for on-call IT staff by implementing a triage system. When clients or employees encounter IT issues, they first contact the call centre, which screens and categorizes the calls. Routine or non-urgent inquiries can be resolved at the call centre, while critical issues are escalated to the on-call IT staff. This system ensures that on-call IT staff only deal with urgent matters, allowing them to focus on high-priority tasks during their on-call shifts and preventing unnecessary interruptions. This approach streamlines IT operations and maintains a balance between accessibility and efficient resource allocation.