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IT Support Telephone Answering Service
When your IT Support business supports the IT structure of many SME's then you need to ensure that every process
which can utilise your time effeciently, is in place.
In Liverpool we have an excellent example of this. Their many clients demand a fast and responsive service.
Each call could be a disaster recovery situation but equally they could be ordering a new laptop. Either way
it is important to deal with them professionally and with a level of service you are proud off.
Most IT support can be done remotely and immediately. This creates a challenge for the engineers who support this
as they are called directly and constantly asked by clients for "quick fixes".
How do you prioritise calls?
How do you make sure all clients receive the same high service level?
How can you close out each job in the fastest turn around time?
How do you create a simple process for it which is cost effective?
Most importantly, with all the calls and little jobs your engineers are asked to do etc. how do you
ensure that every job is racked and billed out regardless of time taken to complete it?
Simple....here is how our IT Support customer did it:
Calls into your business are answered by your PAs Your PAs establish the company, problem, contacts. If the call is urgent then the caller is assigned a job number and then put through to an engineer. All calls are logged onto your support system at this point where job numbers are allocated. Each job is then placed in a queue which the engineers can see. Jobs are prioritised by the engineers and completed. Each job is then tracked and billed out.Each of our IT Support Customers have various systems which their PAs work with each day.
Knowing that your business is in safe hands when calls are answered is important especially
when your business relies on that information for invoicing your clients accurately.
For more details please call 0800 083 2223 or email info@kbvo.co.uk , we look forward to
hearing from you.
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