SERVICES AND SUPPORT

Recent years have seen significant changes in Guestline's Support Department, all designed to ensure that we continue to offer a prompt and efficient support service.

Over the past two years, the Support team has doubled in size. We are constantly monitoring call response times and are proactive in employing further staff as we continue to expand.

To further improve our service, we invested over £20,000 in HEAT™, the world leader in Helpdesk Management Software. As well as logging each and every call made to our Support Department, HEAT™ prioritises calls according to their urgency, ensuring that we address the most important issues first. Equally, however, escalation procedures are built into the system and alerts are emailed to the management team when response times are approaching a pre-determined limit.

A new Lucent Index telephone system with ACD (Automatic Call Distribution) has also been installed to improve the throughput of calls to the Support Desk. Representing an investment of around £30,000, the Index is specifically designed for call centre operations. On those occasions when all members of our team are engaged, callers are advised where they are in the queue. They are then provided with an updated status together with the option to leave a message on a frequent basis. We monitor call queue levels throughout the day to ensure that our clients are not experiencing lengthy waiting times.

Finally, our Support Engineers are trained to deal with your calls in a prompt, efficient and courteous manner. We are constantly analysing feedback from our clients, and work hard to ensure that our team is sympathetic to the needs of your business.

Existing clients, contact our Support Team by clicking here, or call on 08700 603 444.