Case study 5: Dealing with support calls and raising call outs.

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One of our clients we take calls for are a company based in Hertfordshire that sell, lease and service photocopiers. We have many of their customers call in that are experiencing faults with their copiers. When this does occur, we take details of the machine, i.e the make and serial number, and we then ask for details of the fault. These details mainly consist of error codes that may be present, and when the fault occurred. We then raise a call out with immediate affect, telling callers that a call out has been raised.

We also speak to callers who are placing orders for toner. We then place the order by taking the machine details and the current meter reading. With information provided we are also able to advice callers how to obtain more ink from their current toner cartridges.

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