We have 150 clients from all sectors, 70 of which use our in and out of hours
call-handling service which is often imperative to providing their clients with
a 24 hour call-out service. From creating case reference numbers and conducting
the escalation and call-out from our own system, to working directly on their portals,
our software and telephony system is extremely flexible.
The escalation process is configured by who to escalate to and how. Engineer
or on-call system look-ups are generated through postcode, company, store number,
product-based or by the nature of the problem. Drop down menus can be added
or taken away at any point, and call-flow set up to lead to a follow up question which
is dependent on the previous answer or wraps up the call. This ensures that the
problem is matched up to the on-call of the appropriate geographic location or area
of expertise and is set up to take as little time as possible, resulting in the most
cost-effective solution for our clients as well as callers.
Details can be communicated through calls, emails, SMS text message or a mixture
of all with any given chosen interval of time between them, the process is entirely
flexible and configured according to the client’s wishes.
Vodafone have used the services of The Contact People for over ten years; that in itself shows the confidence we have in the quality of support we receive, such a vital ingredient to maintaining the image and reputation of the Vodafone brand.
The Contact People provide us with a genuine 24/7/365 facility; maintain the highest standards of service, and just as importantly, respond immediately to any challenges we may give them.
We provide Business Continuity and Disaster Recovery Plans, measures which are
vital to have in place in order to retain customers and aid customer confidence.
Benefit from a central point of contact to dispatch enquiries to the correct
businesses and answer FAQ’s by phone or Live Chat, optimising on lead
generation and minimising time-wasting on either side.
We have been using the The Contact People service for some years now and as a major council we find their services to be invaluable to us. Their professionalism and attention to detail ensures that our calls are handled promptly and consistently at all times.
Telephone/Online Strategic Operations Manager