Sky Engineer and Call Centre Solution
Posted: Thur 17 May 2001
The Sky satellite dish installation business requires speed and efficiency, not only in tasking and planning the engineers but also managing a busy call centre receiving many hundreds of calls per day requesting installations or service calls. Over the years Spectrum has grown to be one of the most respected partners working for Sky to effeciently install their product.
The Problem
Dealing with volume is the key. Starting from needing to process many hundreds of calls requesting Sky installation was just the tip of the iceberg. Each call needed to be accurately processed recording the individual clients package requirements and any special instructions. The system would need to seamlessly calculate charges, communicate with other web services and lead to easy tasking of a large pool of engineers.
Whilst also offering a host of easy to use support tools for checking everything from ordering of viewing cards to serial numbers of equipment held by each engineer.
The Solution
X:drive supplied Spectrum with a solution that delivered call centre flexibility along with built in rating matrix to calculate package costs through to engineer wages based on install type. The system also monitored the daily availability of the engineer resource in real time allowing for immediate bookings to be made with the client during the call.
Planning of the engineers routings was also streamlined and further enhanced with remote user access through an engineers browser based web application. The web based engineer interface also gives a clear view of the progression through the days work. The system also supports many other features including the exchange of data between secure servers with the principle in the operation along with other automated features such as client notification of impending install etc.
The Future
The efficiencies driven by the system have enabled Spectrum to manage a significant growth in their operation without effecting customer service. The next stage is to expand the use of the established system via additional web applications around the group of Spectrum's sister companies.
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