The call centre is where customers’ support calls are received and first-line support is provided. In most cases the Call Centre can resolve issues over the phone, understand support calls correctly, log them and direct field operations correctly for the problem at hand.
Our “Call Centre” service is the point where users submit their requests and problems regarding the Nics services they receive.
Our services:
a) Answering every call to the Call Centre as quickly as possible, informing users correctly about known and common problems, or helping solve the problem by forwarding it to support staff.
b) Forwarding logged calls to the relevant support group for level 1 or level 2 support depending on the type of problem, and recording the assignment in the Call Centre system.
c) Informing the relevant manager as soon as possible about critical and high-priority calls and following the relevant escalation procedure.
d) Keeping track of the status of the calls and following them up.
e) Getting confirmation from the user, where necessary, for calls closed by the support staff.
f) Preparing or helping prepare, checking, filing and forwarding the documents required by the customer’s procedures for logging, opening and closing calls.
g) Preparing the relevant reports and sending them to managers.
* Nics delivers Call Centre services of every scale that require domain expertise, in line with customer needs.