FAULT REPORTING

& TECHNICAL SUPPORT

Throughout the years, Connect Centre has acquired vast experience in Fault Reporting service by working with, and performing as a bridge between end-user and facilities management, building management, development management, vehicle leasing and elevator / lift maintenance companies. We have also provided Technical Support to users of various IT technology products and services.

Our fault reporting and technical support agents understand your business, are qualified with the technical capability and specifications of your product, are patient and empathetic, and are equiped to deliver solutions through simplied guidance. Each is well trained with effective customer interaction skills and will consistently deliver across your end-user needs.

Leveraging our 24 x 7 operating hours and best-in-class omni-channel contact centre platform, we perform the following to ensure your end-users get the immediate attention and quick response and action required:

1. Fault report / Technical support & query cases received via channels like Email, Call, SMS, and Social Media.
2. Work order created immediately into your business’s CRM or Service management portal.
3. First level support offered accurately and effectively, with escalation of the case to relevant second level support or other parties as required.
4. All cases managed, tracked and closed to ensure adherence to Service level agreements.
5. Periodic reports with traceable, measurable and auditable data.
6. Analytics to identify opportunities for continuous improvement.