Customers must supply adequate contact names, phone numbers, and email addresses. service degradation, partial functionality or total work stoppage) A detailed description of the incident. Customers must contact the TSS DIS Call Center.Customers must communicate the following information:. Make a reasonable effort to determine that the incident does not reside with the customer. Incident Reporting and Resolution Requires the following Customer Responsibilities: Such services include but are not limited to DSL, and services that require parts dispatch. Depending on Service Levels DIS receives from its vendors, these times may be significantly longer. These are the default response and resolution times for most DIS Services. Any ticket can be escalated by contacting the TSS DIS Call Center. Some Teams get influxes of tickets that can cause delays. For questions about the Service Level Targets, please e-mail These times are for incidents only. DIS provides a contact number (501)-682-4357 Option 3, and toll-free 80 Option 3. Priority 5 Calls – are defined as longer-term activities such as projects or long-term monitoring of services outside of routine service windows. Priority 4 Calls – are defined as requests for new products or services or enhancement of existing services where there is no disruption or impairment of systems or access. These restrictions do have an impact on the customer’s overall operation. Priority 3 Calls – are defined as the customer is able to use the product with some restrictions on the function that is available. Priority 2 Calls – are defined as operations being severely restricted by the problem with the customer being able to use the product to some extent. No backup/alternative system is available. These tickets should be called in and not email in. The customer is unable to use the product, which has a critical impact on operations. Priority 1 Calls – are defined as a system down situation. Disaster Recovery/Business Continuity ServicesĬall Center Information: Frequent Questions | Contact Call Center Priority Statuses. Work closely with Data Analyst to provide critical insights and ensure daily, weekly and monthly performance and service reports are sent to clients and management in a timely manner. 
Work closely with Client to support investigation and service recovery processĬonduct root causes analysis and identify opportunities to increase CSAT ratingsĮstablish and oversee the implementation of work processes and SOPs of the contact centre and make recommendations for improvementĮnsure quality call audits are performed to deliver good quality of service, low error rate and adherence to operations guidelines and processes Take ownership and resolve any urgent or critical issues escalated by the Client or team This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.Ĭonduct consistent reviews of staff performance to identify training gaps and needs Work closely with HR to ensure fast, effective, and quality staff recruitmentīuild an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved Provide leadership and regular coaching to Team Leaders and Agents. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres.
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