When your current VOIP solution has poor call quality
Overview: The client had a VOIP solution in place for their business of 20 plus employees Their system was originally purchased on the cheapest price and subsequently found wanting with
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Hospital, Health Care and NDIS
When you need quality control reviews for continuous improvement
Overview: The client had a 24/7 helpdesk service with complex call flows These flows involved multiple decision points in order to resolve the call efficiently. They engaged us to enhance
When you need to validate your after hours service calls
Overview: The client had an after hours call out service whereby callers could request urgent attendance without paying up front This was resulting in high costs being incurred without recovery
When you want to compliment the user experience for your website with live help options
Overview: The client was developing a new website which they were anticipating would attract significant interest The client wanted to maximise self help whilst also providing a seamless transition to
When you need 24/7 remote monitoring to keep people safe
Overview: An Information Technology and services provider of alarm monitoring equipment required an Australian-based partner to provide 24/7 contact centre support. In the event of an alarm being activated, the
When you need to improve the first point of contact for your clients across multiple locations
Overview: The client had an existing multi-national receptionist service comprising many different locations, each with their own call handling methodology They engaged us to help develop a national standard incorporating
When you need to expand your customer care capability to be on 24/7
Overview: Our client needed to expand its capability and customer care to 24/7 Callers and users of the service were predominantly people that had been prescribed medications Our client needed
When you need to conduct surveys to gain valuable data
Overview: The client was conducting a clinical trial which required follow-up surveys to be conducted with participants They engaged us to provide an outbound calling capability and extensive reporting outputs
When you have a high volume of data to be captured in the most cost-effective way
Overview: The client had an existing team of specialist data capture analysts Specialist data capture analysts were being used for low skill data processing They engaged us to build a
When you need to monitor the health and safety of your people working remotely
Overview: TMC’s unique approach toward 24/7 remote and lone worker safety and wellbeing enabled University of Tasmania to replace a long standing, yet manually intensive process, with minimal disruption to
When you need more from your live answering and appointment booking partner
Overview: The client had become dissatisfied with their current provider and wanted a change for their psychology practice They engaged us to handle their calls and bookings and improve the
When basic live answering is inadequate for your expanding business needs
Overview: The client had an existing service which was insufficient for their needs and needed additional functionality to better support their customers. They engaged us to take advantage of enhanced
When you need a better way to verify worksite attendance by employees and contractors
Overview The client manages several accommodations and building services across Australia The client needed a way to monitor workplace attendance of its employees and contractors Attendance was tracked by reference
When you need to scale you after hours and business overflow call capability
Overview: The client has its own in-house contact centre and needed scalability The scope included full integration to existing CRM software and contact lists for escalation The requirements included the
When you need to keep your people monitored and safe when they are out visiting private homes
Overview: The client has various employees attending private homes to care for home patients The health and safety of its employees was a real risk that needed to be addressed
When you need flexible resources to handle calls about emergency incidents and keep families informed
Overview: A large provider of aged care and support services comprising retirement villages and aged care facilities, was extremely concerned that they may not be properly prepared in the case
When you need to manage an unprecedented surge in inbound calls
Overview: The client had an existing team of specialists overrun by incoming calls, creating long wait times and missed calls and resulting in a poor customer experience and damage to
When you need a communications plan for emergency incidents
Overview: The client has multiple locations each with their own technology The staffing arrangements were such that a large portion of the day and night was left without phone answering
When you need the technology to properly monitor trades call outs and ensure work gets done
Overview: National building service was seeking an outsourced partner to manage business hours overflow and afterhours call answering service The service had to be capable of handling complex escalations to
When you need help with overflow and after-hours call managenment
Overview: Our client needed assistance with fluctuating business hour call volumes They were also asked to extend their operating hours to 24/7 by their own client Callers were generally after