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Teleopti Cloud Based Workforce Management & Workforce Planning

Customer Service Centre

4 min read
Author Business Systems UK
Date Jun 22, 2010
Category The Monitor

The old saying goes:- “if it ain’t broke, don’t fix it” but paradoxically, as technology marches ever onward we need to introduce elements of change to remain at the top of our game – and so it is with the Customer Service Centre (CSC).

The Business Systems (CSC) is going through some significant changes in the name of progress, all of which is aiming to turn good service into better service for our customers. At the heart of our service operation the efficiency of the CSC is measured by the way we receive, dispatch and rectify faults as well as monitoring installations and projects.
As the complexity of our products has changed over the years so we need to adapt our working practices to best suit the demands of the present and next generation technology.

New personnel have been added to create dedicated teams so that more immediate focus can be given to call handling & case management. The higher ratio of staff will ensure that the time between the customer enquiry and engaging the most applicable technical resource will provide faster fix times and shorter project cycles.

Each geographical area now has its own dedicated team of customer service coordinators ensuring customer SLA’s are met. In addition, by using remote monitoring Business Systems can provide 24/7 alarm reporting for customers with high dependency SLA’s. In most cases alarm faults are resolved by Business Systems on-line duty technicians before the customer is even aware that there was a problem!

Business Systems is proud of its quality record attaining ISO 9000 in 1996 and more recently in 2010 the ISO 27000 standard for data security. Currently the CSC team is now working towards an ITIL like standard to achieve even more efficient processes in IT service management.
With more technical support engineers than any of our direct competitors (including manufacturers) we have the widest UK coverage and will be on hand whenever you need us.

To find out more call 0800 458 2988 or email