Contact Centre Management Services
G4S Utility Services operate a fully functional and scalable Customer Contact Centre, providing a range of hosted call management services, all operating to the highest quality standards
BACKGROUND
Located within our Head Office, our Contact Centre has been servicing our customers and supporting our operations for over 15 years, handling in excess of 2,000 calls every day. We specialise in delivering scalable services which are both dynamic and high quality. Inbound and outbound calls are handled by our Customer Contact Centre and Operational Support Centre in line with our customers operational needs. Our centralised work allocation system collates and records all activity and allows for the provision of full Management Information.
APPOINTMENT BOOKING SYSTEM
Our Appointment Booking System is fully integrated into our Workforce Management System, assisting the process to schedule the most appropriate Meter Engineer. This provides the following advantages:
- Consolidates staff availability and job requests
- Ensures that the most appropriate Engineer is appointed to a job
- Allows jobs to be rescheduled at very short notice
- Allows work to be scheduled dynamically
OPERATIONAL SERVICES
To assist with our ongoing operations, we provide a range of additional configuration and identification services to our customers.
- Smart meter configuration
- Field operative identification line
- Incident report line
TELEPHONY SYSTEM
Utilising intelligent call routing, our systems ensure that calls are routed to the right person, first time.
- Allocate resources to effectively manage call volumes, with management statistics that we will deliver to the required SLAs
- Provide network queuing, interactive call routing, and database integration to efficiently handle and route calls