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Case
Study
Frontline
presently manages out of hours support calls for several care based
clients, where it is critical that accurate information is obtained
from the traumatised and sometimes the bereaved, in a gentle and sensitive
manner.
The brief below represents the requirements of a typical client and
the service that Frontline provides.
The
client brief
Requires a 24 x 7, 365 day support service for its customers.
It is important that calls are logged, accurate information obtained
and passed by an appropriate method, within a given timescale.
In the event that the specified manager or staff member is unavailable,
it may be necessary to adopt an escalation procedure until a member
of staff accepts responsibility for the call within the agreed time
period.
Should a subsequent telephone call be received from the same customer
asking for further information or wishing to add details, the case would
be accurately identified and the new information added. Throughout the
process and post process, the caller would experience a very high level
of customer
care and service.
Managers and staff members may contact the Support Desk to update the
case history. In these circumstances it will, once again, be necessary
to identify and accurately match the case. Once identified the case
history would be updated in accordance with your internal company procedures.
Frontline’s
solution and benefits to the client:
Frontline is a well established company (12 years) and provides 24 x
7, 365 day cover, as a matter of course.
Our Staff are extremely well trained and frequently monitored. The company
has consistently had a very low staff turnover (less than 10%).
Our clients can be confident that all calls will be answered, whatever
time of day and night, by competent operators.
A client service manager (CSM) is allocated to all clients. The CSM
liaises closely with all clients to ensure that sound procedures are
in place before the commencement of the contract. This may involve visits
to client premises and pre contract trialling.
A tailored service was designed to ensure that the client’s SLA
requirements are accommodated. The CSM remains the principal point of
contact and therefore provides ongoing continuity.
Sophisticated IT systems maintained, including CTI technology and voice
recording for all calls.
All calls are dealt with efficiently, logged and call recordings stored,
providing peace of mind that SLA’s will be adhered to and that
records of calls are maintained, should it be necessary to retrieve
information at a
later date for whatever reason.
The system can search on a number of criteria to ensure that a customer
calling for ' Out of hours ' support or advice is dealt with in the
appropriate manner.
The system is also able to identify and locate specific managers and
staff members to deal with particular issues. It also identifies the
route through which initial contact should be made e.g. Phone call,
text, pager, email.
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