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User services

Atención al usuarioA single point of contact for all the requests for attention and support.

Characteristics:

  • Adapting to service guarantee conditions (SLA)
  • Increasing the capacity and customer services coverage
  • Coordination of the service into several support levels
  • Services to manage incoming and outgoing calls, e-mails and web requests (receipt, channelling, escalation and follow-up)
    • Maintenance of automatic messages
    • Responding to simple and repetitive queries
    • Escalation and transfer of calls
  • Follow-up of requests and incidents and the coordination of the resources for an optimum resolution
  • Management of the agendas of the technical resources in a synchronised and optimum manner, keeping information up-dated on the occupation status of each agenda