One of the challenging aspects of servicing outsourced IT operations is managing the significant increases in calls coming into the service provider. This is particularly relevant when you win new business or grow existing customer services. Managing these callers, although critical, often falls outside the core competencies of IT servicing companies. Contact centres offer an alternative to wrestling with large influxes of calls and the inherent complications in delivering messages to the right parties.
Our contact centres provide multiple channels for customers / callers to make contact and resolve issues, including voice interaction. New methods also employed include:
1. Internet transactions between organisations including credit card payments and web chat;
2. Direct data interactions with external databases and systems;
3. SMS messaging to customers and mobile staff;
4. System generated critical alerts.
Traditionally, voice interaction is the most obvious choice for resolving customer or internal IT related issues, and although still the most popular solution, modern businesses are looking for integrated solutions.
The Internet offers an easy and flexible avenue for companies to provide enhanced functionality without the cost of capital expenditure. Customers will benefit from having a number of contact options to resolve their issues whilst performing several tasks at once.
Proficient outsource contact centres should be able to link to their client’s systems, thereby utilising client information and processes, providing for efficient real time information sharing and minimal duplication.
SMS messaging is growing quickly as an acceptable method amongst IT service providers, enabling mobile technicians to be notified of jobs quickly and efficiently. Often these services are managed via a call centre, which receives the initial request and transfers the messages to the relevant party via SMS. Escalations are also managed by the call centre to ensure the appropriate follow-up occurs.
Managing any type of IT system usually demands a response to critical system alerts. Remote access to multiple functions and networks that will alert technicians and escalate critical situations are a must, particularly when every second lost could result in lost business.
We handles overcalls for many IT service providers whilst providing each customer with a specific and flexible solution. The advantage of our integrated approach to problem solving ensures the highest levels of service are delivered to IT Service Providers and their customers.
We utilises solutions such as those mentioned in this paper to manage its own 5 centre VPN, SMS gateway, email & fax gateway and national paging network in additional to our own IT helpdesk and internal support systems.
