Facility Management Call Center

Every second counts in an emergency. Rapid response is often a matter of life and death. A leading Facility Management company that focuses on quality wanted to ensure a rapid response to their customer’s maintenance requests.  The challenge was that paying in-house administrative staff to answer calls 24/7 can be expensive. DotLynx worked with the client to understand their needs and priorities. We set support processes, onboarded skilled planners, and participated in the discussion pertaining to the priorities of work orders. We achieved some of the fast pick-up times in the industry. An additional layer of contingency support telephone system was implemented. As a result, the abandoned calls rate was reduced by 7%, repeated calls were reduced by 25%, and reduced the cost of support by 30%.