Listening to your feedback
You’ve told us that we need to step up our initial call contacts. We understand.
These days, responsive and efficient support is not just a value-add—it is a necessity. As organisations grow, so too does the complexity of their operational environments, technology infrastructure, and client expectations.
To meet these challenges head-on, we are excited to introduce our Remote Engineering Team: a dedicated technical team of Engineers designed to resolve issues at first point of contact, streamline support, foster operational continuity, and enhance client satisfaction.
Asking Engineers to answer the phone
We’ve made a change and dedicated engineers to take intial call contacts. When technical professionals begin answering phone inquiries, several positive shifts can be anticipated in both the quality of support and the style of collaboration with regular team members. Here’s what will be different and how the experience will unfold:
- Deeper Technical Insights: Calls will now be managed by individuals with specialised knowledge. Expect quicker troubleshooting, more accurate diagnoses, and efficient resolutions for complex issues.
- Direct Access to Expertise: Instead of relaying messages or escalating to another department, callers will often receive direct answers from those with hands-on technical experience, minimising wait times and reducing the risk of miscommunication.
- Proactive Problem-Solving: Technical staff are likely to identify underlying causes rather than just addressing symptoms, potentially preventing recurring problems and offering sustainable solutions.
- More Detailed Explanations: With their background, technical people can provide in-depth explanations, helping customers and colleagues better understand the issues at hand and how they’re being resolved.
What Is Different Compared to Before?
- Reduced Intermediaries: Previously, calls may have been handled by generalists or front-line support staff, who would then route technical queries onward. Now, the process is streamlined—fewer handoffs mean a more efficient support journey.
- Faster Resolutions: Because technical expertise is now at the front line, common delays and back-and-forths are minimised. This should improve both first-call resolution rates and overall customer satisfaction.
- Greater Emphasis on Technical Accuracy: The focus will shift toward thorough, technically sound solutions, as opposed to temporary or workaround fixes that might have been offered previously.
- Learning Opportunities: Customers and staff may learn more during their interactions, as technical people often share best practices and preventative advice as part of their conversations.
How will you remain to work with regular, familiar faces?
- Continuous Collaboration: Even as technical staff take on phone duties, they’ll still work closely with the familiar team members you know. This may involve joint calls, internal consultations, or follow-ups to ensure a seamless experience.
- Blended Roles: The lines between roles may blur, with technical and non-technical staff collaborating more closely than before—sharing knowledge, supporting each other, and learning from one another.
- Support and Training: Technical staff may help upskill regular team members, offering mini-workshops or on-the-job coaching to broaden the team’s capabilities.
- Personal Connections Remain: Your familiar contacts are still here to help coordinate, follow up, and provide the personal touch you’re used to. They’ll remain a bridge between you and the technical staff, ensuring that relationships built over time are maintained
In summary, the shift to having technical people answer the phones promises not just more knowledgeable support but also a new spirit of collaboration, learning, and efficiency—while keeping the trusted faces you already know firmly in the picture.
Please share your feedback – we’ve been listening