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Escalation

Pain Point

Internal technician call-out process is manually intensive and prone to error and expensive to resource

Overview:

  • The client ‘s internal process for handling after hours was inefficient and prone to error due to legacy manual processes
  • They engaged us to provide an Afterhours Service Provider to handle the despatching of technicians for urgent repair work
  • We have since expanded the service to take payments handle business hours and integrated it into the clients work allocation system.

Challenge:

  • The client’s call flow and escalation process was quite complex
  • The client’s customer base was complex with differing KPI’s and SLA’s and payment conditions in place
  • The client’s roster was complex and dynamic

Solution:

  • We collobarated extensively to understand the client’s business requirements
  • We designed a scripting and escalation process and tested, retested several times to ensure correct technicians were being called for the relevant problem types
  • We conducted extensive training for our agents to ensure consistency of call handle
  • We reported regularly on calls handled and met regularly to identify and implement process improvments

The final solution included:

  • We implemented our Escalation Management service to triage urgent/non urgent calls, categorise them to respective trades 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
  • We introduced our Client Portal to house the client’s roster, contact lists and call recordings and daily call activity logs
  • 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,

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