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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Mining and Manufacturing
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 a New Zealand based partner to provide 24/7 contact centre support. In the event of an alarm being
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 integrate email support into your inbound call management
Overview: Our client already used our services for voice related call handling and escalation services Our client secured a new contract that included a new requirement for handling automated email
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 to ensure the safety of workers while travelling
Overview: The client had mining exploration personnel in the field on a regular basis and were increasing concerned of the need to provide a monitoring service that could improve upon
When your customers expectations mean your after hour support needs and upgrade
Overview: The client had become frustrated with the declining service performance of their current afterhours contact centre provider They engaged us to bring their afterhours support back to the level
When you need the capability to handle after hours technician callouts submitted by email
Overview: The client had one of their major clients with an email-based approach to advising of technician callouts, which was becoming problematic to handle They engaged us to take-over these
When you need a flexible approach to managing seasonal consumer demand for your services
Overview: Global heating, Hot water and cooling client was susceptible to huge spikes in call flows during the changing of seasons, resulting in 1000+ calls being unanswered on their busiest
When you need business intelligence to identify the root cause of high equipment faults
Overview: The client has a nationwide chain of restaurants with over 300 locations each with standardised cooking equipment TMC’s Business Intelligence reporting provided the insights into call data being collected