User services
A 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