Well Done provides escalation support services for a range of companies in trades, IT, FM, transport and heavy industry, and consortia undertaking major infrastructure projects. We also support many clients in local, state and federal government.
At its most basic, an escalation support service in a contact centre setting involves collecting and evaluating initial information and making outbound contact with your nominated staff or contractors. Unlike a simple reception service where sending a message is all that is required, when an escalation is underway, we keep calling until a responsible person who will take the action required is reached.
However, realistically, intelligent call handling requires much more than just checking a roster. In consultation with you, we provide the senior operators handling your calls with the background information that they need to follow your procedures and make judgments about how to handle the situation at hand.
Whether we handle your escalation calls all of the time, or just after hours, our operators are briefed so that they can be effective members of your team.
'Well Done handle our help desk services and we utilize their escalation support product. The service from the staff at Well Done has always been second to none. Highly recommended.' – Troy Suttor Operations Manager, Torvac Solutions