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Call Logging
The SiCLOPS call centre is a single menu option containing all required
functionality for call logging, despatching, monitoring, processing and
closing service calls.
Fast and flexible searching allows a caller's details to be retrieved quickly and easily. Client name, post code or telephone number; equipment serial number, make or model; or even contract reference may all be used as criteria for pinpointing the required details of the caller. If an integrated telephone system is used, then screen popping is also available.
Once a client has been identified, automated, real time checks are made on the Sales Ledger, to ensure that they have not been placed On Stop. Other warnings may be given to the operator if equipment warranty or contract renewal dates have been passed, or if alerts have been set.
As the call details are entered, the system will calculate a required response time based upon the agreed contract terms, and also deduce the correct support group that should be used to handle it. This may either be due to geography or technical speciality, depending on previously entered settings. For new clients, charging templates will be offered for selection. Full history of the caller and their assets is available to the call taker, and may be used to look at previous calls relating to the problems being reported.
Once the call is saved, a job reference is given, and automatic printing, faxing or eMailing of a job sheet may be performed. Throughout the process of call taking, SiCLOPS keeps a log of timings per operator, so that the overall efficiency of the centre may also be monitored.
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Escalation
Call Escalation tables may be defined against support groups in order
to automate the task of getting details of calls out to the field technicians
as soon as possible.
The escalation process can be as simple as producing Alerts to operators in the call centre, or as sophisticated as sending automatic text or pager messages to engineers, eMails to supervisors, or faxes to sub contractors
Parts Processing
& Stock Control
SiCLOPS contains powerful parts processing features, designed to ensure
that all items purchased are accounted for, and that costs are apportioned
correctly.
Each engineer's van stock can be maintained, complete with minimum and reorder levels. Purchase Orders can be placed for stock or sundry parts, and marked for delivery to a central store or directly to a client's premises.
Requisitions for parts may be placed on a job, causing allocation transactions to be posted to the Stock Control system. Stock issues may also be entered, with selling prices being calculated by reference to the charge tables defined on the client's contract.
Real time integration to Purchase Ledger ensures that as suppliers invoices are received, costs are updated on the parts ordered and jobs that they were used on.
Call Processing
Once calls have been placed within SiCLOPS, they can be monitored and
controlled in a number of ways. A real time Call Monitor, with user definable
templates, will show selections of calls, colour banded to highlight those
nearing required time or overdue. Different selections may be made; by
status, engineer, call type or even client, allowing different operators
to control different sets of calls.
Call despatching may either be performed automatically, using escalation, or manually by allocating the required engineer from a list of those in the support group. Current workloads are displayed as an aid to selecting the right person. Text or Pager messages may then be sent, containing details of the call.
As a call progresses, events may be logged. These
events will contain details of site visits, travel times, and other notes
from the engineer. They will also specify a new status of the call. If
not finished in a single visit, then a call may progress through various
stages, eg, awaiting parts; further action needed; collection required
etc before eventually being completed. It is these events that will be
used to calculate costs and eventual charges for the work. Closure and
Action codes may also be entered against events and later used to analyse
the types of problems that occur.
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Call Closure & Invoicing
Once service calls are completed, they may either be Invoiced, or closed
as non chargeable. Service Invoices may be reviewed before printing, with
additional charges added if required. Full call history is also available
at this time, showing costs and profitability.
If Purchase Orders had been raised for parts, then the system will check to ensure that supplier invoices have been received, and that costs are as expected, before allowing closure.
Costs sheets, pro formas and sales invoices may be either printed, eMailed or faxed, and then real time updating of ledgers performed. A history feature allows later reprinting of any of these documents that are produced.