Steady nerves, self confidence, diplomacy, careful training and the ability to think clearly while fatigued. Job ad for a hostage negotiator? No - UCS helpdesk support technician. UCS Solutions' various call centres in Johannesburg, Cape Town, Durban and Bloemfontein provides a core foundation of its services business - it is the execution of complete, managed solutions that work - all day, and all of the night.
UCS' contact centres takes incoming calls from a variety of customers, all with different complexities and demands. Calls cover anything from clients needing help with a software problem in the middle of the day to urgent help solving a business critical infrastructure issue late at night.
For the highly trained call centre technicians, no two calls are the same. UCS Solutions' contact centres provides full helpdesk, technical, forecourt infrastructure and convenience store support for an oil retail giant. Calls come in for broken coolers, or faulty electric doors locking customers inside a store late at night. Other clients have UCS Solutions handle their network and IT helpdesks. Others need high-end systems support for their ERP or retail management systems.
To manage these wide array of demands, UCS uses tools such as the FrontRange HEAT system to improve automation and workflow in the contact centre or provide powerful skills-based routing to automatically direct calls to the most qualified person to handle it.
Capabilities of the contact centres include straight logging and shipping of calls, first call resolution to try solve the problem over the phone, tracking, and escalation, along with remote desktop capabilities. To reduce repeat problems, or root out a deep-seated issue, the contact centre management does full reporting with root cause analysis for clients.
The contact centre also manages vendors on behalf of client (e.g. Telkom, hardware suppliers, etc), and as a additional service can provide Remote Management Services, with highly skilled teams that can do second line support by remote, or, if necessary, go onsite.
Customer requirements include outsourcing support for their desktop IT systems, software support (desktop productivity applications, Operating System, software products from the various UCS Group companies, SAP/JDA/Microsoft systems and even the clients' own apps). The contact centres also do network support and server support with escalation to a resolver team if they cannot solve a problem remotely. The centres also provide support for radio pads, scanners, tills/POS and pump controllers.
More than just outsourcing tech support, clients can hand over services such managing office and building infrastructure, access cards, security or even problems with office furniture.
It's all in a days work for the UCS call centre people. And often in a night's work, too.
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