Home | Industries | Escalation, Triage, Client Portal

Escalation, Triage, Client Portal

Pain Point

The client needed a 24/7 contact centre solution to manage all sales & customer support queries

Overview:

  • The client needed a professional, efficient and scalable way to manage inbound calls
  • They engaged us to qualify calls and allocate to appropriate teams based on need and location
  • Our processes included booking and despatching of technicians to site, take payments and log client interactions into the clients work allocation system

Challenge:

  • We needed to integrate our delivery model to an existing web-based job allocation system
  • The client’s job allocation matrix was also quite complex as it relied on a rotational allocation of jobs to technicians as various regions were often shared by multiple techs
  • Allocation meant that we would offer a job to Tech 1, then the next job to Tech 2, so on and so forth
  • We needed to allocation process to work concurrently to multiple calls for same location occurring simultaneously within the call centre

Solution:

  • We integrated our scripting software into the clients work allocation system via API
  • We utilised our own platform to manage job allocations to technicians via the rotational matrix
  • We reported regularly on calls handled and met regularly to identify and implement process improvements

The final solution included:

  • We implemented our Escalation Management service to triage urgent/non urgent calls, categorise them to respective technicians and commercial arrangements and incorporated an automated escalation monitoring process to track technician attendance and completion
  • We implemented our Business Intro to advise callers that their call would be recorded for quality and training purposes, giving them the option to decline
  • The client now has the confidence that their customers are getting the right level of service and that their technicians are only called for the right jobs

If you’d like to know more about our bespoke Escalation Management services and reporting solutions,

Get in Touch