Dimension Data is merging its key services call centres, based in Gauteng, into one centralised Operations Centre at the leading technology services company`s new headquarters, The Campus, in Bryanston.
The new National Operations Centre will be operational from late November 2002 and aims to further improve customer service and speed up resolution of queries through better accessibility to all call centre resources - from a central source.
"This unified Operations Centre will enhance overall call management of all Dimension Data South Africa`s customer queries through service excellence and a higher level of efficiency. This unified Operations Centre aims to provide transparency in delivery of customer service and full ownership of callers` queries from call centre logging, through helpdesk technical assistance," says Garth Bradley, National Operations Centre manager at Dimension Data`s Services division.
"We aim to provide a more streamlined, proactive end-to-end call management facility for all of Dimension Data`s customers to ultimately improve customer service wherever possible," he explains.
The centre will seat 73 operators in an aesthetically tiered, circular hub with three large projector screens providing access to all necessary customer data.
The operators will be divided into three key Services focus areas, the Communications Centre, the Helpdesk and the Insite Operations Centre. The Communications Centre, which is the single point of contact for logging customer calls, takes the queries and manages them from start to finish.
Engineers in the helpdesk area aim, as far as possible, to resolve as many of the callers` problems remotely.
"The helpdesk serves to speed up resolution time for the customer," says Bradley. "However, if the problem cannot be remotely resolved, we immediately allocate a field engineer, also via helpdesk agents, to attend to the customer`s needs onsite."
The third section of the new Operations Centre is Dimension Data`s Insite Operations Centre, where a customer`s network and server environment is monitored from a central point to generate reports and statistics and provide proactive system management.
"The top-end, skilled engineers in this section have access to real-time online information and screen displays of the available resources for specific customers," Bradley adds.
In addition, Dimension Data has also recently installed an improved Siebel management tool into the Operations Centre to allow for proactive end-to-end call management, giving National Operations Centre agents 100% control of calls.
Functionality enhancements of the system include increased pro-activity in responding to calls when escalated to higher levels, service level agreement fulfilment and red flagging of calls which need priority assistance.
"The new system allows for a single point of contact to follow through and control calls which facilitates easier tracking and feedback on status while managing the process to action calls quicker and easier," concludes Bradley.
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