Call Center Services
Easily Submit Service Requests via Phone, Wherever You Are
What Our Facilities Management Call Center Services Cover
Telephone work order submission, escalation and troubleshooting
Customer Requests (Chores, Templates, Maintenance) Completed
Second Response Time
Get Personal Assistance to Report Repair & Maintenance Issues
Through our Call Center Services, anyone on your team or across your company can report issues and submit service requests quickly and easily, regardless of location, just by making a call. You’re no longer tied to your computer to start the work order process, unable to find out if you can easily resolve the issue or forced to recall the problem’s specifics when you’re away from the location.
The Call Center is available 24x7x365 and its team has full access to all Location Dashboard features, including the Troubleshooting Wizard. The Call Center is built on advanced telephony technology, enabling ServiceChannel to use your own customized business logic to route individual calls based on specific situations and use cases.
Handling Urgent Issues
- Proving notification that an emergency work order has not been confirmed/accepted after a specific time period
- Calling a contractor to confirm acceptance
- If accepted, updating work order status
- If contractor unreachable or declines the work order, following your company procedure and either reassigning the work order to the secondary contractor or escalating the issue accordingly.
This service helps ensure that emergency work orders are responded to in a timely manner, as well as serving as an extension of your team so you do not have to touch all requests after hours.
Resolve Problems Fast & Efficiently
Experienced Team Adds Value to Your
Facilities Management Program
How It Helps
Submit work orders immediately, on-site, and get contractors on the job faster
Let anyone report issues easily and start the resolution workflow
Eliminate unnecessary contractor service calls by troubleshooting and resolving known issues
Emergency Issue Attention
Ensure high priority problems are addressed immediately and monitored until resolved
Call Performance Reporting
Track key measures such as calls offered and abandoned, and average call duration
Customized Issue Escalation
Define custom call scripts and escalation procedures to ensure appropriate attention
“The Service Channel support team has been there for me all the way through this pass year to answer questions and support. All I have to do is call or email, and they respond very quickly.”