totally247 operates 24 hours a day, 7 days a week. We never close.
With a current capacity in excess of 50 operator positions, a management team with years of experience, highly trained operators and a skilled, customer facing I.T. team, totally247 supply tried and tested call centre solutions that can be relied on to perform beyond expectation.
Current proven technology is fully integrated without compromising the personal relationship between the call centre operators and callers to your business. When assessing implementation of new technology or the introduction of any new practice into the call centre operation, two questions are always considered.
- What value is added to the caller / client experience?
- What will be the impact on service level?
This ‘added value’ approach to call centre operations ensures that every investment and policy alteration is measured, considered and represents a genuine increase in service level and customer satisfaction.
Understanding sector specific requirements in addition to individual company requirements is fundamental to delivering a high quality, seamless service to organisations responding to maintenance, fault and service contacts.
The ability to receive contacts by phone, receive alarm contact from faulty equipment by email and text message and dispatch relevant details by phone, email, text and PDA to the right person in a timely manner requires a team dedicated to this activity.
Contacts often require a variety of response times to meet agreed service levels. Dictated by contract type [i.e. 2 hour response, 4 hour response, next working day], by fault type [urgent or non-urgent as specified] and sometimes by situation [vulnerable residents with no heating or hot water for example].
These are of course not the only criteria a contact centre needs to be able to interpret, understand, respond to and deliver the service. Handling the fault call, capturing the right data accurately, isolating the correct rota, dispatching job details utilising GPS data to locate the nearest engineer to fix the fault, incorporating escalation procedures and all within KPI is a specialist skill set that demands specialist handling in a specialist environment.
totally247 has created just such an environment that responds appropriately according to the business sector and to the requirement of individual businesses within these sectors.
- Operating 24 hours a day, 365 days per year
- Reactive Maintenance Specialists
- Nationwide Network of Backup Contractors
- ISO 9001 accredited
- PCI DSS Compliant
- Full Integration with Client Systems
- Live Online MI Portal