Call Centre / Helpline

Staffords have established over the years two distinct operations, one is a Call Centre facility which incorporates a planning team and the other is our Helpline facility.

Call Centre

Our Call Centre is operated by highly trained employees that interact with Customers, Manufacturers and Engineers. Central to this service is the utilisation of the most up to date call management and reporting software. Real time activities are recorded and a wide range of detailed performance and fault reports can be extracted. Staffords also have the ability to integrate manufacturers system into their operation procedures, ensuring that continuity and consistency of reporting is received by the manufacturer.

The day to day service calls are logged on the system and automatically allocated a unique call number enabling the status of the call and the time taken to complete the repair to be monitored. Working in conjunction with out team Planners our Engineers are provided with calls that makes the most efficient use of their time and skill sets. Integrating this with other modules such as Mapping, Mobile Worker and Optimising Scheduling Software means that Staffords are able to improve even further its call centre and Field Engineer service solutions to its customers.

Helpline

Stafford Helpline Centre currently takes over 15,000 calls a month from end user customers on behalf of our customers such as BT. We offer a team of experienced helpline staff who can resolve over 90% of end user queries thus necessitating the need for end users to return product to the point of sale.

The Helpline Centre is currently arranged that the calls are answered on behalf of the Manufacturer. That is if required answer using either the manufacturer’s script and/or using the name of the manufacturer.

Stafford uses the latest telephone systems to log and record all calls, received, answered, missed, and time and by operator.

Service Level Agreements

In all cases we work to pre agreed and contracted SLA which can be as detailed as the customer requires. Therefore Staffords are flexible and can work with a customer to agree SLA based on priority of the job, response times, fix time, working periods, cause of problems etc.