|
|
|
The principals of Support Excellence have extensive experience in Service Desk delivery and can help you to create the best contact centre model for your company. |
|
Operational Features
- Monthly SCORcard on the operations and activity of the Service Desk complete with recommendations for service improvements and problem elimination strategies. These SCORcards include a full complement of comprehensive metrics.
- Caller verification to determine service eligibility.
- Resolution of problems during the first contact .
- SEI guides the caller through the resolution steps or if it is more effective, by using permission based remote control or remote healing support software, which enables the SEI Agent to directly fix the problem.
- Clearly informing the customer of the incident handling process and setting the customer's service expectations. The SEI Agent will then guide the incident ticket through the incident management process, monitoring progress and answering any customer queries as the resolution is implemented.
- Complete contact and incident logging
- Full documentation and description of incidents and resolutions will be stored in SEI's Incident Management system or one designated by our customers.
- Incident classification by customer defined categories.
- Incident assignment to technical support teams via email (for normal issues), cellular telephone or pager (for critical issues), or based on other methods as specified by our clients
- Customer satisfaction surveys can be performed based on requirements defined by our customers.
- Creation of a knowledge base of resolved problems to further increase the percentage of calls resolved on first contact.
- Centralized incident management ensures reporting accuracy and timeliness.
Coverage
Depending on your needs and commitments, SEI can supply services for specific hours, specific shift overflow, after hours. Hours of availability can include 24 hours a day, 7 days a week, 365 days per year.
|
