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Help Desk

Pain Point

Needed a contact centre solution for a start-up business to handle 24/7 support calls for staff and customers

Overview:

  • The client was consulting with a start-up business to help mitigate risks to staff and customers and meet regulatory compliance issues associated with a new ride share venture
  • They engaged us to provide a 24/7 contact centre capable of handling a variety of scenarios including emergencies if so required
  • Our solution helped enable the start-up to get their required approvals and operationalise

Challenge:

  • Being a start-up business, it was very difficult to map out requirements
  • The rules and regulations were quite onerous

Solution:

  • We workshopped and consulted extensively with the client and the start-up to gain a common understanding of the minimum requirements
  • We then customised a script to include a series of FAQ’s and triage points for escalations
  • We allocated our more experienced agents and trained them via our train the trainer methodology
  • We implemented a comprehensive reporting suite to provide visibility of all call activity

The final solution included:

  • Hosting of a 1800 service answering via our Help Desk and Escalation service
  • Business Intro to advise callers their call will be recorded unless they chose to opt out
  • Client Portal to remotely manage contact lists, access reporting and voice recordings
  • The client has the confidence in our ability to provide these types of services into the future

If you’d like to know more about our bespoke Help Desk and Escalation services or Client Portal services,

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