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Fault Reporting
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In order to record the details of a telephoned fault quickly and accurately, our call centre software uses a series of pictures in increasing detail to enable the call centre operator to point at the problem area and quickly see the most common faults. These pictures can be tailored to be relevant to whatever you maintain. The user drills down to an appropriate level of detail and simply selects the fault being reported. In order to refine the fault diagnosis, scripted question can be used to elicit further information from the caller. This increases the likelihood of the fault being fixed on the first visit, which is obviously beneficial from both a financial as well as customer satisfaction perspective. The use of non-technical language and scripted responses is intended to assist normal customer service staff to make an expert predictable fault diagnosis. |
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