Case study 1
Trying to provide flexible support to customers under contracts can be a daunting experience, particularly if there are many of them, and it covers 24 hours a day. Our client needed to be able to change data on their website from anywhere in the world, and at any time.
Platinum is 24/7 365 days, Gold is 365 days but with restrictive cover, and Silver is even more restrictive. Last but not least all others with no support cover.
A process was designed where around 10.30 each day, including bank holidays, we can extract details directly from their website, and download this information into our call scripting software. The customer details are then filtered through the callflow depending upon the support provided for that day.
The client also controls their own call-out rota, which we also extract from their website, and import into our software for use by all our call handlers. It covers the on-call engineer, backup and escalation staff, together with about 20 administration managers.
All this means that not only can the client change their on-call staff each day depending upon work commitments, travel, holiday or illness; but they can have total flexibility to change the status of their clients, their duty support staff, and TAS is always using the latest information.