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Help Desk and Escalation Management

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,

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