Escalation & Call Out Support
Well Done provides escalation support services for a range of companies in trades, IT, FM, transport and heavy industry, and consortia undertaking major infrastructure projects. We also support many clients in local, state and federal government.
At its most basic, an escalation support service in a contact centre setting involves collecting and evaluating initial information and making outbound contact with your nominated staff or contractors. Unlike a simple reception service where sending a message is all that is required, when an escalation is underway, we keep calling until a responsible person who will take the action required is reached.
However, realistically, intelligent call handling requires much more than just checking a roster. In consultation with you, we provide the senior operators handling your calls with the background information that they need to follow your procedures and make judgments about how to handle the situation at hand. Whether we handle your escalation calls all of the time, or just after hours, our operators are briefed so that they can be effective members of your team.
Escalation systems
A wide range of set ups are used to provide the support our clients need. These may range from semi-automated escalations where the contact centre provides the final back up when others have failed to respond to an alert, through to escalations intensively managed by senior operators and even custom developed database applications integrated into our messaging systems.
Each service has screens with links to information, urgency criteria, and steps to be taken for easy reference by our operators. Usually we call people on your duty rosters in order at set intervals. Operators set system reminders that are monitored centrally so that the escalation will continue even if the operator who took the initial call has finished for the day.
Many escalation services clients use their Client Portal access to our Customer Management Application. Depending on your level of access, this can allow you to view or edit your screen information, export call log reports, post late notices to the operators handling your calls and upload revised roster files.
Where we are receiving calls from the general public, people with a disability or a vulnerable group, please note that our operators have extensive training and experience to draw upon to provide courteous and efficient customer service to callers, particularly those in distress.
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Trades
Escalation support for our trades clients differs to the other kinds of escalation services that we provide inasmuch there is often a sales focus to the call handling when we are fielding calls from the general public.
Emergency call out may be only one of a range of protocols for the service. For example, we may be instructed to determine whether:
- The caller is a new or existing client;
- This is work in your territory and area of expertise;
- It is a defined emergency, or can the work wait?
We may need to capture standard sales enquiry data or advise the caller of call out fees and indicative costs or even take a credit card deposit before proceeding with the escalation to staff or contractors on call.
Where it is not a defined emergency, we may make a tentative booking after hours for confirmation in the morning or ticket jobs in a job allocation system.
Growing your business
Most small trades businesses rely on their mobile phone to run their business. This gives you total control, but it is a limiting factor – you will miss calls, and the constant interruption may be unproductive.
Your escalation service can also be used as a back up during business hours. Though this could be just to answer your overflow calls and take a message, normally we would triage these calls with different handling protocols to help you to prioritise your work more effectively.
We can also help you to generate and manage growth by consistently answering sales enquiries 24x7, providing useful tracking data on your marketing campaigns, and helping you to take on profitable work after hours.
If you employ additional trades people, you can share the burden of being on call by using a rotating duty roster. Our call logs will also provide you with an independent system time and date stamped record of all after hours enquiries, complete with notes on the work required and who took the job to help you manage your team.
For larger enterprises, we can also assist in the following ways:
- Developing custom database applications to support job allocations, bookings and marketing campaigns;
- Live chat and email response to routine enquiries on your website;
- Switchboard and store locator support for franchises and branches.
We could also look at reducing duplicated effort by logging into your web based multi-user CRM provided it is suitable for contact centre use, and we expect sufficient call volumes to ensure that our staff will become fast and proficient in your system.
For more complex systems, we can recruit, train and manage dedicated customer service staff on your behalf. We can also provide a hosted solution for your own call centre with optional after hours back up at our contact centres.
Facilities Maintenance
FM is a specialist area of our escalation support handling because the response times, what is defined as an emergency, and the types of people calling in about different sites can differ markedly.
For example –
- Industrial sites and properties being managed will have important characteristics to be taken into account. Plant stoppages can result in massive costs and dangers;
- Protocols for handling requests for assistance from tenants in supported housing, retail complexes or high rise developments may have additional customer service or social referral dimensions;
- Some sites may have strict confidentiality and security protocols;
- You may have premium service sites with extended cover or additional service support arrangements for some, but not all, of your FM customers;
- Contact centre support for people trapped in a lift will have additional handling protocols, and these calls will also be routed to our emergency queue.
Our operators are familiar with a wide range of FM escalation protocols. Extensive training is provided to ensure that they distinguish that the caller issue is, in fact, a defined emergency before conducting the escalation to avoid unnecessary call out expense.
Many problems require a specific person or skill to rectify, and some can only be dealt with by facility managers. Sometimes issues are emergencies that need a speedy response, while others are more about notification for later action. Building owners can also face stiff penalties for having unsafe premises based on the time delay to correct the fault; telephone escalation support can be a fast and cost effective solution for these situations.
Well Done provides FM support to complex facilities such as military bases, retirement villages, shopping centres, airports, car parks, mines, factories, road and other infrastructure projects, residential and commercial high rise developments, clubs and other large entertainment venues.
We have a wealth of FM experience to draw upon and would be pleased to consult with you about the best way to meet your service requirements.
Related services
We can provide portable 1300 or 1800 national numbers for your service. As our Customer Management Application (CMA) is proprietary technology developed by our IT Team, we can also develop custom database applications as required.
Many of our escalation support clients access additional service levels within their screen set up at Well Done. You may like to look at Booking Services, WebAssist and job allocations systems, Emergency Management and Staff Welfare and Business Disaster Recovery and Custom & Hosted Solutions to gauge what is possible at Well Done.
Back Office Support services are also available to all our clients, irrespective of their general service level, or which contact centre handles their inbound calls.
Medical Services
Well Done runs an accredited Medical Control Room to support After Hours Doctors on Call services. This means that beyond the requirements of a general escalation service, our operators are trained to handle Medical Emergency calls appropriately and to protocols.
GPS Tracking
Well Done have integrated PhoneIT GPS IP, voice and data alerts so that they can be received directly into your escalation service screen on our system.
The software is suitable for a range of monitoring applications, including staff working alone or at remote or dangerous sites and the monitoring of physical assets such as premises, large equipment or working pumps.
Moveable assets such as expensive earth moving equipment can have set boundaries set that will trigger automatic remote disabling if subject to unauthorised use. Technology to monitor fleet usage and function and concealed devices to track cargo in transit are also available from PhoneIT.
Well Done support for your PhoneIT GPS devices can range from complete shift, asset or itinerary monitoring to occasional emergency response.
