Intermediary or no intermediary call handling

Nickleby provides remote helpdesk services that improve performance in call handling - less dropped calls and faster response times – without increasing overheads.

Nickleby use intelligent telephony systems to operate an innovative ‘remote’ helpdesk service. Emergense Connect routes selected calls - according to business rules you define, e.g. by location or by type of work required – to different helpdesks. This allows you to determine whether there should be intermediary or no intermediary call handling. 

This offers several benefits - e.g. routing all refrigeration calls direct to your refrigeration maintenance contractor in summer will improve call handling speed and offer a better service to your other, non-refrigeration calls.

Somerfield have also found that, by using a remote helpdesk service which puts end-users directly in touch with local discipline experts, they have improved their ‘first time fix’ rate, reduced the number of escalations. They have also reduced administrative noise associated with poor diagnosis of the initial call.

Where continuity of service is critical, Nickleby can also offer a hybrid helpdesk as part of an out-of-hours helpdesk service.

Call us now to improve your helpdesk call handling.

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