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Escalation Management

Pain Point

Need afterhours support for handling Level 1 technical queries for clients now expecting 24/7 support

Overview:

  • The client’s customer base typically only needed business hours support and now needed a partner to provide the afterhours component so they could deliver this
  • They engaged us to provide afterhours level 1 technical support
  • The client has since leveraged our service to extend a 24/7 support to further clients

Challenge:

  • The client was nervous to outsource support for one of their major clients as they had not done this before
  • The client had envisaged limitations in an outsource provider being able to triage Level 1 and Level 2 queries
  • The client required a 1300 contact number for this service
  • The client needed full transparency of all issues raised for their CRM and stakeholder management

Solution:

  • We collaborated with the client to demonstrate our capability in the context of their requirements.
  • We then created a simple script to identify the major enquiry/fault types and how they would be classified as Level 1 or Level 2.
  • We then agreed an escalation process for any Level 2 problems, with the ability to manage their oncall roster remotely
  • We incorporated detailed call activity reporting to show outcomes of all calls handled the previous night.
  • We sourced a 1300 number which we hosted for them

The final solution included:

  • We implemented our TMC Connect 1300 service to which we connected our Escalation Management and Triage service
  • We included our Client Portal so that the client could remotely access call activity data, manage their contact list and roster 24/7
  • The client has since rolled out this solution to more customers

If you’d like to know more about our bespoke Escalation Management and Triage, Client Portal and 1300 inbound services,

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