Contact Centre Support
At Protocall One our technical expertise, robust processes and solid support systems mean that we deliver world-class call centre support service for our customers.
We provide a range of post-implementation support offerings to our clients ranging from standard maintenance during normal business hours to full 24x7 cover. These may be delivered remotely from our offices or at the client’s premises. This ensures that when the environment changes, or when things go wrong you can always recover your service at the earliest opportunity.
Key elements of our core support service include:
- Supporting Genesys contact centres, large and small - our support team fixes faults from the most complex through to the simplest of Genesys implementations
- Third-party Interoperability - fast fault diagnosis and assignment to the correct resolver group
- Robust Support Processes and systems - we use ITIL for our de-facto processes and procedures. All our key people are ITIL trained and adhere to this standard
- 24 hour Support Desk - support desks in the UK, India and Australia ensure that whatever time you call, you’ll connect with an active support desk
- Transparent Pricing Model - we provide a simple pricing model and make it very clear what you are paying for. We don’t try and hide our costs
- Quarterly Reporting and Service reviews - we provide regular feedback on the adherence to Service Levels and ideas for potential service improvements
What all this means is that when a fault occurs our customers receive a prompt fault acknowledgement response, an agreed priority for issue resolution and access to staff with deep knowledge and extensive experience of the relevant solution. There is single point of ownership for a particular fault or issue with constant feedback and communication on progress and estimated resolution time.
Building upon these support capabilities, we can also help you achieve best practice through a Live Manual advice and mentoring service.
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