Pain Point
Need additional support to reception
Overview:
- The client had a receptionist for whom they needed backup in case of busy times and afterhours
- They engaged us to provide a 24/7 overflow service for their co-working space business and to take over their 1300 service
- The client now has the additional capacity they need
Challenge:
- The client had used another provider previously and this had created problems due to lack of attention to detail
- The client was keen to include email handling into the process
- The client was therefore had very high expectations of us
- The clients process involved integration with their CRM
Solution:
- We collaborated extensively to understand the client’s requirements and demonstrate our capabilities
- We customised a script to include word search FAQ’s, call type flows, and an escalation process for urgent/complex matters so our Agents could efficiently resolve the various queries expected
- We replicated the script for email handling
- We integrated the new scripts with the client’s CRM by way of a login and password access protocol
- We provided transparency of all calls via our client portal and call activity reporting
The final solution included:
- Our Help Desk and Escalation Management services to handle the calls
- Our Client Portal to provide 24/7 access to the data we collected from the calls and emails we handled
- We ported their 1300 number to take advantage of a single bill for the solution
- The client has the confidence that their premium service offering is supported by an attentive partner who is focused on ongoing process improvement with them
If you’d like to know more about our bespoke Help Desk and Escalation, Client Portal and Inbound 1300 services,