Pain Point
People travelling in elevators need to be able to contact someone in an emergency.
Overview:
- An elevator sales and service company was seeking an outsourced partner to handle live answering of both business hours and afterhours calls
- The service had to be capable of handling emergency calls from people potentially trapped in a lift
Challenge:
- Accommodating both business hours sales and service calls as well as any emergency calls requiring lift maintenance personnel
- Designing a solution that our agents could use with minimal training
- Assisting a person trapped in a lift scenario empathetically and QUICKLY
- Keeping a trapped person updated of progress of attendance by a technician
Solution:
- We collaborated with the client to identify the key requirements of managing escalations across multiple scenarios and trade types
- We implemented a service capable of transferring sales enquiries to the sales team, service calls to the service team and handling emergency calls
- We incorporated our escalation management tool to ensure urgent calls are escalated according to agreed frequency, timing utilising both calls and SMS
The final solution included:
- Implementation of our Escalation Management service
- A clear and concise script to quickly identify urgent/non-urgent jobs and handle escalations
- Provision of our Client Portal so the client can maintain their staff roster remotely as and when they need
- The client has peace of mind knowing that they will never miss any sales or service calls, and the people using their elevators are safely monitored, 24/7, every day of the year
If you’d like to know more about our bespoke escalation management services,