Escalation Management

Pain Point

Needed to partner with an outsource contact centre to manage after hours and business overflow calls

Overview:

  • The client had its own in-house contact centre that used dated technology and was inefficient
  • The scope included full integration to existing job management software and contractor listings
  • They engaged us to provide a contact centre capable of handling triaging for urgent/non urgent calls
  • The scope included the ability to triage calls based on issue, location and specific trade type
  • They engaged TMC as we had the proven experience required to meet their scope
  • TMC has implemented a fully integrated solution to the client’s satisfaction

Challenge:

  • The client had an extensive client base inclusive of contractors engaged to each
  • The work allocation process was cumbersome and complex to interpret manually
  • The trade and contractor roster comprised multiple trades on a rotating roster
  • We needed to simplify a method for our contact centre operators to manage these calls

Solution:

  • We built the workflow and triaging process within our scripting platform which included a higher degree of automation of the platform that our client used
  • We integrated our scripting platform into our client’s job management system via API so that all job-related detail was passed through to avoid any double handle
  • We implemented a training program for any agents allocated to this service, managed by our phone call routing capabilities – this way, only trained operators would only receive these calls
  • We included comprehensive scheduled reporting so the client would know first thing each morning of any jobs taken or those that were still outstanding or pending completion

The final solution included:

  • Our Escalation Management Service integrated with the client work allocation system
  • Our client portal to enable remote access to our comprehensive call activity reporting 24/7
  • The client has the confidence to promote their 24/7 support process to more clients and utilize our service for business hours should they need this at short notice for any reason

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

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