FM Call Center Services

Easily Submit Service Requests, Wherever You Are

Our FM Call Center Benefits

ServiceChannel offers multiple ways to enter service requests into Work Order Manager. In addition to using the web-based configurable Location Dashboard or mobile application, you can also do so simply via phone through our full-service call center.

We work with our customers to lower service request costs by following key troubleshooting and call avoidance steps embedded in our solutions. 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.

The call center is available 24/7/365 and its team has full access to all Location Dashboard features, including the Troubleshooting Wizard. The Call Center is built on advanced telephony technology so that we can route individual calls based on your specific business logic, situations, and use cases.

When you contact our call center, you will speak with agents that are thoroughly trained and have deep experience in providing industry-leading customer support. Our agents use a web-based portal to access up-to-date customer information, procedures and escalation requirements. The entire team undergoes continuous training to stay current with ServiceChannel technology upgrades as well as our customers’ needs and requirements

Key Call Center Features

Handling Urgent Issues

When emergencies arise, our call center calls contractors to confirm acceptance, updates work order statuses, notifies you if contractors do not confirm after a specific time period, and follows your company’s procedures for reassigning to a secondary contractor or escalating the issue accordingly.

g

Location Dashboard

ServiceChannel call center agents submit requests and troubleshoot via the same Location Dashboard so that all data in the system remains consistent.

Experienced Team

ServiceChannel has a dedicated staff of inbound and outbound agents to handle all customer calls and needs, as well as qualified team coaches, a quality assurance agent, team leads and a call center manager.

Benefits of Our FM Call Center

A

Speed

Submit work orders immediately, on-site, and get contractors on the job faster

Efficiency

Let anyone report issues easily and start the resolution workflow

Reduced Costs

Eliminate unnecessary contractor service calls by troubleshooting and resolving known issues

s

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.”

 

Read More Testimonials