Service Company - Call Intake & Performance Analysis

Broken heating or cooling, leaking pipe or roof, rodent problem, broken door locks.

When your customers have a urgent service need, Email and web chat won't do. They want to talk to a human. Here are the tools a service company needs for effective customer service intake.

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Easy Web Based On Call Schedules

Replace expensive answering services!

Contact the correct scheduled technician each night with the customer message or transfer the call to the tech yet protect the techs cell phone number! 

Unanswered calls escalate to supervisors.

All calls are logged for quality assurance.

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Call Audio Recording

Did the technican really say that?

We can record the audio of customer calls from your desk phones or cell phones and add them as a clickable hyperlink to the report above!

 

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Call Detail Reports

Did we ever call the customer back?

Call reports show the telephone calls made from and received to your system. You can view a complete history or calls, or to search by date, date range, number called, caller ID, etc. 

call-center-reports
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Call Queuing

Smooth out the call peaks. Never use a hold button!

You are a HVAC company and it's 100 degrees outside, or a plumber during a frigid freeze.

You may have periods of high call volume! We can queue these calls and prevent any busy signals. We will then provide a display of how well you are answering calls.

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Wireless phones
Wireless headsets

Unchain your receptionist from their desk

Paired with the receptionist phone, these devices allow the receptionist to roam the office, go to the warehouse or to an outside truck and still stay connected.

The Panasonic KX-TCA385 is rugged rated and can be warrantied for 7 years! It allows full reception control such as page and transfer.

Headsets just allow for call answer and hangup.

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Mobility Solutions

www.cellgateway.com - Your service people hide their personal cell phone number when calling customers.

www.textyall.com - one number audio conference call or broadcast text system  to reach your service team.

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Voice Analysis / AI

This feature is awesome.

We use the power of IBM Watson to

  • transcribe voicemail messages or call recordings to text.
  • watch for sentiment such as anger.
  • detect key words or phrases such as "broke again", "multiple times", "this is the third time I have called"
  • and then flag these messages as urgent or log them for quality control

Your customer service quality control becomes automated, efficient and measurable without drama.

Our purpose is "we keep you connected" Artificial Intelligence keeps you connected to your customer's state-of-mind.