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Contact Centre Technology

The 3 Pillars of Successful Service and Support

5 min read
Author Business Systems UK
Date Jun 15, 2016
Category Call Recording Technology

Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources).

So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers) have come to recognise first hand!

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Top Tips To Consider When Choosing A Call Recording Support Partner

1. Strategy & Design

They say ‘by failing to prepare, you are preparing to fail’. The same maxim also holds true for major projects taking place in your organisation. Without a solid strategy and design in place to guide your project plan, desired objectives and budgets (due to nasty unexpected delays and costs) will not be met. With a good service provider, you take advantage of the years of experience in implementing similar solutions, with skilled consultants helping you to design the project so that you don’t have unwanted surprises. Moreover, once you build an ongoing relationship with your provider, you gain access to timely advice on how best to address emerging technological, regulatory operational trends in your industry.

2. Project Management, Implementation & Deployment

In order to ensure each implementation is as straightforward as possible, the service provider should assign a dedicated and qualified Project Manager to ensure that the project is managed and implemented professionally, timely and to budget. It is also important that the project team holds an ethos of responsibility which involves taking ownership of technical issues, providing onsite management and having a proper escalation process in place if and when any faults arise during the project life cycle. In addition to this, a reliable service provider should always be providing you with updates and reports on key milestones project life cycle on a regular basis.

3. Technical Support Services

When dealing with a service provider it is extremely important to consider a number of factors regarding their technical support capabilities including:

  • SLA adherence – Beyond listing expectations of service type and quality, does your provider’s SLA specify remedies for when requirements aren’t met?
  • Service delivery – Do they have a 24/7/365 service delivery capability?
  • Geographical coverage – How many engineers do they have operating across the country?
  • Spare parts holding – Do they have readily available spare parts to ensure fast support if and when a component of your system goes wrong?
  • Comprehensive offering – How extensive are their capabilities; for example, can they provide end of life (EOL) support for discontinued solutions if needed?

Service and Support excellence is the foundation on which long-term customer relationships are built, and as a customer it can have a huge impact on the return of your investment as well as total cost of ownership.

To find out more about the different levels of support available, check out our professional services page:
Business Systems – Professional Services & Support