I am working on setting up a helpdesk.  I have worked in helpdesks, as
a secretary, as a receptionist, and a telemarketer (sorry :P) but
there are differences between them all.  I would like to find as much
information available on the net as far as call flow in concerned.

I need tutorials, charts, pictures...things like that...
but just the sites...somewhere i can search the information myself...

Or at worst, a title of a book that could supply me with the information.

thanks

Of course, it all depends on what works for your situation, but I'd
guess it'd happen like:

Customer emails for help
Dispatch takes the information, categorizes it, prioritizes it,
assigns a case (ticket) number to it, and then assigns it to the
appropriate position to handle the case.
The person at that position follows up, records attempts to resolve
issue, possibly also automatically emailing the customer and/or
dispatch/supervisor as data is enterred on the ticket. The ticket
moves from New to Open to In progress to Pending to Closed as the
situation warrants.

Optional steps at this time could involve the ticket being sent to
accounting for billing.

Depending on your situation, this may or may not be agreeable. Hope it
helps in some small way.

thanks for the comment...however it's for the call flow.

Which is what someone speaks when they answer the phone.
I'm looking for a flow of the exchange between a user/caller and an
agent/technician.

ie.
agent: "google answers, mildwild speaking, how can I help you?"

That's calling a helpdesk that provides good service.

agent: "google answers."

That's calling someplace that doesn't really offer customer service.

What I'm looking for is standards to follow, important things to
remember as far as phone customer service is concerned...

thanks anyway though.

Effective User Support: How to Manage the IT Helpdesk  
Noel Bruton
Publisher: McGraw-Hill Publishing Co. 
ISBN: 0077079531
  This book provides a hands-on guide to managing the help desk from
every aspect. It includes a lot of usable tools for the harassed
manager such as a product knowledge matrix which should help the
manager assess the expertise for their department for every product,
and guides to measuring telephone manner and productivity. The book
also covers international help-desks, and gives tools for measuring
productivity and skills and features ten key steps for successful
support.

Running an Effective Help Desk, 2nd Edition
Barbara Czegel
Publisher: Wiley; 2 edition (March 13, 1998) 
ISBN: 0471248169
  Czegel covers all aspects of help-desk design and implementation:
staffing, training, evaluation, problem resolution, tracking,
marketing, and outsourcing. She covers traditional help desks with
telephones and the new help desk on the Internet. Aimed at business
managers and information technology departments supporting commercial
products, this book will work for general circulating collections that
support businesspeople as well as corporate collections. There is also
a close fit between the business help desk and the public library
reference desk that is providing service for walk-up patrons, voice
and FAX phone access, and information via E-mail and the web; as such,
this may be useful for libraries considering expanding reference
access.

Introduction to Help Desk Concepts and Skills
Susan Sanderson
Publisher: McGraw-Hill Technology Education; 1 edition (September 17, 2003) 
ISBN: 007821677X
  One of the hardest things to learn in the IT industry is how to deal
with customers. Learning good skills is often an ongoing process.
Learning how to communicate ideas and concepts can often be very
difficult.
  Having run 2 help desks I know that good agents are hard to find.
Susan Sanderson has put together one of the few book on help desk that
take it from the beginning and give you information that will help in
everyday life. I have already found several things in here that I can
use in the classes I teach as well as the customers I visit.
  There are 10 chapters and each one builds on each other. You have
practice labs and even review questions. This book can be used as a
self paced course or in the formal classroom setting.

A Guide to Customer Service Skills for the Help Desk Professional
Donna Knapp
Publisher: Course Technology
ISBN: 0760072620
  Designed to provide an in-depth look at the soft skills and
self-management skills people need to provide effective customer
service and support in a technical environment, and as a customer
service course in any Help Desk Curriculum. Softcover.

The reviews above are from amazon.co.uk or amazon.com 

You could also look in the Amazon category
Business, Finance & Law > Sales & Marketing > Customer Services

Owain

thank you very much. i am very greatful.