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Escalation Management

Pain Point

Main reception staff leaving and need outsourced support to cover reception and afterhours

Overview:

  • The client had their reception and administration person about to take maternity leave
  • They engaged us to provide a solution that would help them cover during this
  • The Client’s staff member has returned, however have continued with our service because of the efficiencies it has brought them

Challenge:

  • The client need was extremely urgent
  • They hadn’t considered outsourcing before

Solution:

  • We agreed a common understanding of the client’s requirement in a very brief meeting
  • We customised a script for business hours and afterhours call-outs and implemented the service within 3 days
  • We included a capability for the client to remotely manage their rosters and access reporting 24/7

The final solution included:

  • We implemented our Escalation Management Service with dual time scripts so that we could answer asa a reception service during the day and then as a call-out service after hours
  • We included our Client Portal for remote access to rosters and reporting
  • The client now has peace of mind that they will never miss a call during business hours and that customers with after-hours emergencies are dealt with efficiently

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

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