TCM’s International Call Centre (ICC) facilities are a 24 hour, 7 day a week manned call centre.
This facility has the ability to:
- Receive the call
- Record the fault
- Assign a resource
- Prioritize the fault
- Provide a unique fault reference number
- Escalate the fault if appropriate action is not taken within the SLA
- Track the status of the fault
- Date and time stamp any intervention with regards the fault
The TCM ICC provides an integrated automatic transmission of new incidents and requests logged by customers, controls and monitors the lifecycle of the incident/request and closure of such to ensure the service level agreement is adhered to.
Proactive Support Systems:
Our centralized TCM ICC mitigates the possibility of incorrect details being captured by standardizing the process ensuring calls are correctly assigned to the relevant technicians or regions and assists with first time fixes in the field.
Our centralized TCM ICC enables TCM Engineers to proceed to calls without having to contact users first to confirm information, allows for technicians to diagnose the problem on receiving the call and to know what parts or tools to take through to assist with a speedy resolution.
Through the International Call Centre, TCM is also able to provide remote support services if required, by placing highly skilled technical resources on these desks to field calls which can be completed through remote tools.
Calls are not only managed centrally by TCM ICC, but also by all the individual Field Service Managers at each of our branches. This ensures that any and all escalations that might need to take place can be identified early and escalated to the relevant parties immediately for resolution.