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When you need to manage service enquiries specified by territories

Pain Point

Need centralised Franchisees telephone support


  • National franchise business was seeking a more cost-effective outsourced partner to manage their call answering service (they were very disgruntling with their current provider due to increasing costs as well as some limitations to capability)
  • The service had to be capable of delivering service enquiries to franchisees by specified territory
  • The client was also seeking advice on integrating their web-form leads to the live answer service in order to centralise and better understand marketing efforts
  • The client need full transparency across leads franchisees separated by call or webform


  • Transitioning a busy call answering service from previous provider to TMC without disturbing calls to their national number
  • The need to accurately manage qualification of incoming calls and allocate sales enquiries to franchisees by territory
  • Ability to manage sales enquiries within un-serviced areas –including data capture for head office
  • Developing a solution that could provide full reporting of call and webworm enquiry allocation by franchisee as well as un-serviced area enquiries by location
  • Maintaining an accurate database of franchisees which needed to be integrated to our call scripting platform
  • Designing a solution that our agents could use with minimal training


  • We built a database of franchisees linked to our scripting platform
  • We provided the client with secure access to the franchisee database so that they could manage changes. Changes to the database were automatically linked to our scripting tool, so there was no down time or double handle of this process.
  • We implemented a comprehensive script including FAQ’s tool to ensure proper handle of call types
  • We built full suite of custom reporting tools that met all their requirements

The final solution included:

  • Implementation of our Help Desk and Support Service incorporating Escalation Management
  • A clear and concise script to quickly triage urgent/non-urgent jobs and handle escalations
  • The client saves handling costs due to systems’ integration
  • The client has peace of mind knowing that they have both the capacity and capability to deal with any unforeseen events, 24/7, every day of the year

If you’d like to know more about our bespoke help desk and escalation management services,

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