Callon Help Desk Fundamental
1. Easy access - Never Busy Lines.
The first step of a helpline is to get through the helpline hassle free. For reaching at Callon you do not have to keep on trying as there are separate hotlines for support and business and on both of these, there are multi lines so once you desire, at your first attempt, in most of the cases you get through to us.
2. Separate “Customer Care Hotline”
Busy business line should not hold incoming flow of calls for support and our customer should not suffer when we are doing new business. This was the thought on which we decided to have different hotlines for Care and Business.
3. Dynamic Online Call Management System
A product born out of our business experience and vision – An- In House Real Time – Dynamic Online Call Management System (more known in western world as CRM), which monitors every activity related with customer’s system starting from quantity & type of complaints, engineer movements, commercials and most important -an evaluation of our care department.
This helps us to keep a watch on average “Restoration / Down Time” and right now it is less then 2 hours.
Call Management Software, also monitors all equipment supplied.
This software also analyses every complaint scientifically by which we can improve our performance graph and can give quality & reliability of our services.
4. Systematically managed Back End Operation
Our back-end team has been trained with clear cut guidelines. They are committed for “quality meditation”. Leaving apart the team, there are processes to overcome man-made mistakes. Listing a few of the processes…
C.C.R. a customer certified reporting system.
A well defined separate team to constantly seek for customer feedbacks by various modes.
M.R. Acknowledgement of receipt material taken to office for repairs.
5. Responsiveness is a habit of Team Callon.
Responsiveness is a first necessary step towards quality and every member of Team Callon, Including field staff have to be always contactable, prompt, responsive and accountable 24×7.
6. IN-HOUSE center for Small Solutions, Training and Repairing.
Responsiveness is a first necessary step towards quality and every member of Team Callon, Including field staff have to be always contactable, prompt, responsive and accountable 24×7.
Designing and developing small solutions to match specific needs of our valued clientele.
Intensive & continuous training which is to train the users of client’s office and even our back end team.
Maintaining and repairing all kind of terminal equipment, telecom products and EPABX systems.
7. Spares Management
Our support policy ensures excellent Spares Management system. There is a predefined proportional matrix of spares level of item sold by us. This ensures back to back replacement management works effectively in case of fault, emergency and absolution situation.
Even separate stocks maintained for terminals/Instrument for Extra support.
8. Online Support by a Designated Trained Engineer
An engineer is posted at Care Desk for all working hours to support online. This ensures prompt solutions in most of the cases. Finally breakdown time reduces.
9. Report Certification
A special place is designed for your views or comments and your appreciations. A separate designated team sits at back office who evaluates every remark. Their duty starts from here which goes on to action and further to get your confirmation on issue resolved. Still it does not end here; they require working for an extra mile for extra satisfaction. Every action of this team is closely watched by and communicated to the owner.
Communication of this whole activity, even reaches you.
10. Random Check
We keep track of our own performance by Customer Audit, done by an outsourced agency, where actions are taken on your feedbacks received.
11. 24x7x365
We have support matrix for specific business needs of our clientele, where they are provided support 24x7x365, depending on their industry needs like hotels, theaters, hospitals and so on.
12. Not always Business- something creating Lighter Moments
This is an awareness campaign, by our In House creative team. We design a poster every fort night on current topical issues. It is a satirical comment in form of humor or message. This is a unique way to see things happening around us. We call this activity “Stoppress” and our customers are privileged to have some lighter moment by this.
