Whether you’re providing emergency call out services to support your products and services or you provide customers with expertise, providing Out-of-Hours Support for those emergencies is essential to the smooth running of many organisations.
At Aquarius we ensure that jobs are fully evaluated prior to an engineer being called. This helps to ensure that the ‘real’ emergencies are the only calls that will go to your engineers or contractors whilst all other important, non-critical calls are logged so that hey can be handled the next working day.
The most complex facility management is not a problem, we deal with numerous different contractors on a daily basis, ensuring that engineers are passed the job details quickly and efficiently to ensure that any Service Level Agreements (SLA) agreed between the company and client are met
When working with you to develop an emergency call handling solution we will run through all aspects of your service(s) to ensure all outcomes are covered, the correct specifications are included and the solution meets all of your requirements.
We provide emergency call handling and fault reporting to business in a number of sectors including:
- Housing Associations
- Letting Agencies
- Facility Management Companies
- IT Service Providers
These services are provided round the clock – 24 hours a day 7 days a week.
Providing an Emergency Call Handling Solution
Our custom call management platform allows us to tailor workflow solutions specifically for your business enabling us to follow any escalation process you can throw at us.
If required each stage can be fully automated based on time frame, negating human error, and incorporate a number of different contact methods – whether by SMS, outbound call to a mobile or land-line or via email.
Each action is date and time stamped and detailed to your specification and to top it all, you will receive a full report on all of this the next working day.
At Aquarius, we can even evaluate and resolve first line support issues – by supplying us with a list of questions for your customers we can drill down and identify the more common issues and providing customers with a resolution. This helps to reduce the number of incidents that need to be escalated or require a call-out to an engineer.
