TCM offers a variety of services which complement our solutions strategy to our customers. These services are leveraged to the benefit of our customers and allow us to cross subsidise our offerings to provide a cost effective and customized service engagement.
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TCM’s International Call Centre (ICC) facilities are a 24 hour, 7 day a week manned call centre.
This facility has the ability to:
The TCM ICC provides an integrated automatic transmission of new incidents and requests logged by customers, controls and monitors the lifecycle of the incident/request and closure of such to ensure the service level agreement is adhered to.
Proactive Support Systems:
Our centralized TCM ICC mitigates the possibility of incorrect details being captured by standardizing the process ensuring calls are correctly assigned to the relevant technicians or regions and assists with first time fixes in the field.
Our centralized TCM ICC enables TCM Engineers to proceed to calls without having to contact users first to confirm information, allows for technicians to diagnose the problem on receiving the call and to know what parts or tools to take through to assist with a speedy resolution.
Through the International Call Centre, TCM is also able to provide remote support services if required, by placing highly skilled technical resources on these desks to field calls which can be completed through remote tools.
Calls are not only managed centrally by TCM ICC, but also by all the individual Field Service Managers at each of our branches. This ensures that any and all escalations that might need to take place can be identified early and escalated to the relevant parties immediately for resolution.
TCM’s International Call Centre (ICC) facilities are a 24 hour, 7 day a week manned call centre Operation hours for Call Centre Support: 24 Hours, 7 days a week
TCM holds regular monthly meetings with our large contracted clients at which the relevant Service Manager will report on SLA’s. TCM is able to make adjustments in procedures as and when required to ensure clients' needs are addressed and met.
The international call centre’s role in TCM is to offer SLA based services for both Internationally and locally based clients. The team of technically skilled people, ensure that the calls are logged, referenced, attended to and resolved within a given SLA. Our helpdesk system and applications enables us to offer remote support services to the clients as well.