ResponseCare Professional Services

ResponseCare is a portfolio of professional services that help our customers to concentrate on their primary objectives, safe in the knowledge that we will deliver, on-time, in budget, every time.

ResponseCare Professional Services Offerings Include:

• Consultancy
• Design
• Project Management
• Implementation Services
• Training
• Managed Services
• Support and Maintenance

Our consultants work in full collaboration with our customers in order to ensure they gain a full understanding and appreciation of their objectives. This is critical before entering into the design of solutions and their respective delivery strategies.

Communication & performance are key to successful service delivery and the services model we employ ensures excellent technical and commercial communications, ownership of all activity and valued measurable performance.

The ResponseCare Technical Assistance Centre gives our customers the freedom to focus their core competencies, while providing a professional, efficient, satisfying experience. Our people, processes and technology give you the information to identify trends and anticipate training needs, increase responsiveness and ultimately help you to secure the reputation of providing quality service to those that you provide mission critical support to every day.

The ResponseCare TAC is manned 24 hours a day, 365 days a year by trained technical operatives. These operatives are highly skilled technical engineers trained on a wide range of telecommunications equipment, each with technology specialisations. Our skills based routing platform ensures that calls regarding specific technologies are directed to the appropriate resources within the ResponseCare TAC. You can be sure that your enquiries will be personally dealt with by a professional technical operative who will own the issue from initial escalation through to final fault resolution. The ResponseCare TAC operatives form part of your virtual technology team and will interface with your in-house staff in an seamless, efficient and flexible manner.

ResponseCare uses intelligent routing platforms that can deliver fault calls into a skills based team via number called (DDI) and also number calling (CLI). The ability to intelligently route on both DDI and CLI means that you can offer each of your customers tailored service levels and direct access to certain skills teams based upon the number from which they are calling.

Our ResponseCare call and fault reporting systems monitor the effectiveness of our technical staff and can provide monthly fault ticket and call statistics into your business for analysis.

This level of information flow helps you to understand and address trends in your customer’s fault events and also to manage the processes in which you would like the ResponseCare technical operatives to operate. The ResponseCare operatives become part of your remote technical team, so being able to monitor their effectiveness on a regular basis is key to ensuring you meet your SLA’s.

All calls into and out of the ResponseCare TAC can be recorded. The recordings can be requested at any time for any purpose and can be sent via email as standard .wav format audio files.