Pain Point
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 trades and technicians at a national level
Challenge:
- Developing a solution that could triage problems accurately and efficiently
- Job allocation via navigation of complex and dynamic trades and contractor rosters
- Ability to seamlessly notifying trades of jobs within specified timeframes
- Integration to CRM and job management software for tracking works in progress
- Ability to retrieve job detail for on-going customer service
- Handling payments as required
- Designing a solution that our agents could use with minimal training
- Ability to have scale up or down, in line with surge volumes quickly
Solution:
- We collaborated with the client to identify the key requirements of managing escalations across multiple scenarios and trade types
- We implemented a comprehensive script including FAQ’s and our escalation management tool to ensure urgent calls are escalated according to agreed frequency, timing and transaction type
- We developed a training program to a dedicated team of call type specialists available across 24/7 and with ample capacity to manage unpredictable surges in call and work volumes
- We integrated with the client’s job allocation system and payment gateway
The final solution included:
- Implementation of our Help Desk and Support Service incorporating Escalation Management
- Provision of our Client Portal so the client could maintain the rosters remotely as and when they need
- A clear and concise script to quickly triage urgent/non-urgent jobs and handle escalations and take payments
- 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,