Our solid background in Incident Management, particularly from an IT perspective, ensures your business has a concrete foundation and dynamite IT support.
System failures and brand crises can be an expensive and frustrating curveball during a workday and can cost businesses thousands of rands if not dealt with swiftly.
CareCall has the infrastructure, commitment, experience and ability to ensure that any type of service failure or brand crises is managed to get the best possible results.
We believe that being prepared in a time of crisis is the best way to ensure everyone is satisfied with the outcome.
In understanding that a service is only as good as it’s support, we believe that acting on and proper tracking of incidents is essential to keeping clients satisfied.
CareCall’s IT team implements real-time monitoring for all call centers. This gives the manager the ability to always know what transpires between call center agents and customers. The quality assurance aspect of a contact centre is of utmost importance as this allows managers to monitor patterns, dashboards, speech patterns and trends. By being aware of these variants, managers can step in and provide constructive feedback. This is part of the service CareCall offers our customers.
We believe that our call centre agents must be empowered to make decisions with adequate training in policies, products and services.
During a crisis period, we’ll ensure you have enough manpower behind your brand and that all agents are informed of the strategy to deal with the crisis and questions that may arise. With a strong strategy in place, call center agents can help diffuse the situation. Our call center agents understand that deescalating a customer and engaging in a polite manner is best during a crisis. Training, knowledge and strong communication skills are a call center agent’s sharpest weapons when addressing callers so problems can be resolved quickly and successfully.
What are you waiting for?
Join hands today with our energetic and passionate team.