Technology Toolkit – Where is my Engineer?


The second in the series looking at how technology can help to solve contact centre problems. This week we look at locating a field agent.

The problem

Call centre agents getting calls saying “where is my delivery/service person” and the agent saying “they are scheduled to be with you between 9 and 5”, or, even worse, putting the caller on hold whilst they dial the driver.

The solution

Mobile app to link the call centre or service desk directly to all field workers. The field worker simply clicks a button to say they are “on route” or “diverted to another call” or “delivered next door”. The call centre agent can see this returned data in real time on their screen AND see a Google map of the driver’s actual location (from Geostamping) and also the caller’s location (from postcode).

How it works

Where is my Engineer
  1. A multichannel ACD routes the CLI when the client calls in to the service management application or CRM database (this can be located within the ACD).
  2. This application locates case details from the CLI, provides a status update on all associated service requests and provides a postcode view. This information is screen popped to the agent.
  3. When the service request is due, the job details, client information and parts requirements, etc. are all sent via the mobile app to the field worker’s smartphone or tablet. The driver clicks a button to say they are “on route” or “diverted to another call” or “held up in traffic”.
  4. The call centre agent can immediately see this returned data in real time on their screen pop AND see a Google map of the driver’s actual location (from Geostamping), all via the mobile app, rather than having to call the field worker or go through lots of screens and information to find out what’s going on.
  5. The agent can provide the caller with an accurate, real-time update on the resolution of their request and if required can alter the booking for the client, if they are heading out and want to reschedule for the next day.

Benefits

Susannah-richardson

Susannah Richardson

As well as keeping the client happy, this real-time comms can allow immediate rescheduling and save wasted engineer visits. Providing all the relevant updates to the agent can reduce their workload by a factor of 50%, allowing them to focus on serving the client not looking for data, and providing great efficiency savings in the contact centre.

This technology toolkit was provided by Susannah Richardson of mplsystems.

Published On: 5th Jun 2013 - Last modified: 30th Jun 2017
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