Operating a cost efficient 24 hour Contact and call centre facility in the franchise sector presents a unique challenge:
- Distinguishing between National Account and local customers
- Understanding and adhering to exclusivity within the franchisor / franchisee contract
- Maintaining multiple area based rotas
- Controlling escalation of National / Key Account work to the nearest neighbouring franchisees according to agreed rules.
- Providing clear and concise visibility to the Franchisor of National Account activity to protect the MSF (Management Service Fee)
- Integration with franchisor CRM software to aid billing, data transfer, reporting and knowledge base
- Consistent representation and promotion of the brand across all franchisor and franchisee areas of contact.
- Understanding insurer reported work and responding accordingly.
These challenges require dynamic and intelligent solutions.
totally247 work closely with and is the supplier of choice for several of the largest and most respected franchise organisations in the UK.
Currently, totally247 staff monitor client web tools for new reactive maintenance, fault and service calls, monitor emails on behalf of franchise businesses round the clock to dispatch job opportunities to the local franchisee, receive new ‘jobs’ by fax, email and text message and phone call.
Jobs are deployed according to the local area rota including tailored escalation procedures by any combination of callout to the technician or engineer, email to PDA and text message. Use of GPS tracking via simple smartphone apps applies cutting edge job deployment efficiency to your business model.
totally247 create bespoke solutions for any requirement. Where the facility exists we utilise client systems for job deployment directly via VPN access or via a supplied web tools for job ticketing and dispatch.
To attain a seamless integration for your franchise business contact totally247 today
- UK Based Contact Centre
- 24 hours a day, 365 days per year
- Correct Franchise located based on area
- Centralised and/or Local Invoicing
- Online Rota Management
- Engineer/Job Deployment
- Management of Response Times / SLAs
- Use of totally247 Contractors as backup
- Customer Service/FAQs
- Messaging Service
- Integration with your internal systems
- Daytime Safety Net (No more missed calls)
- Holiday Cover
- Credit Card Payments Processed
- Sales Calls Filtered