Always-on, right-first-time call triage and escalation services, precision-engineered and delivered by experienced on-call agents – here in Australia – using the industry’s most robust call management systems.
Our on-call escalation support is more than just an after-hours call centre service. It’s a tailored solution where our experienced agents triage, answer and escalate support requests from your customers – including emergency support – with the same care and professionalism you would, 24/7.
What’s more, we have a forensic approach to developing custom escalation protocols, so you can rest assured we’ll take ownership of any urgent out-of-hours incidents until your on-call staff can.
Our experienced on-call agents are based right here in Australia, at our purpose-built call centre – a reassuring thought for you and your customers.
We’ll work with you to develop fail-safe call triage and escalation procedures, covering every conceivable scenario. No ad-libbing or uncertainty.
Our experienced agents, advanced management systems and custom protocols ensure your calls are triaged carefully and accurately.
Only your nominated rostered escalation personnel will be contacted, and only if a support request meets your specific escalation criteria.
Your rosters go directly into our call management system – no spreadsheets – so none of your off-roster staff are contacted in the middle of the night.
Our systems and tiered escalation protocols ensure urgent incidents are never dropped or lost. We’ll take ownership until your on-call personnel do.
We’ll make a detailed record of non-urgent enquiries and send them to you via email or your ticketing system, reassuring your customers in the process.
No form found with ID 1