You know that real people add Life to your business, and the same holds true for scheduling! Real people can listen and help callers book appointments with the right person at the right time. Live web based scheduling says ‘I care!’ to your customers.

Web-based scheduling allows complete synchronization between your office and our operators. We can provide full-time scheduling, or only after-hours and overflow when your staff is out.

Some of our customers have shared with us that they had tried to do this previously and the scheduling system they used just did not work. Could “outsiders” really understand all their scheduling constraints? Now, no matter how complex the scheduling parameters we think we have a winning system that combines the intelligence of live operators with the sophistication of fully customized scheduling software.

Your callers will be able to speak with a real person 24 hours a day and schedule appointments based upon the criteria that you have set. We can send appointment reminders to help reduce no-shows. Real-time scheduling allows you to view your schedule at any time. You can even check your schedule from home before going in to the office! Confirmation e-mail provides an audit trail of new, changed, or cancelled appointments.

Best of all, professional after hours scheduling is low cost — usually about $35.00 per month — and requires no software or hardware purchase.

“Scheduling” covers many areas: Equipment allocation, professional and trades appointments, personal services bookings, labour absentee scheduling, service departments, and much more.

As always, email or call us at 1-888-561-9192 and talk to us about what you would like to do! We’re here to listen, and we love to talk!

We received an interesting call this month from a company that manufactures and distributes GPS (Global Positioning System) based fleet management hardware.

Their GPS devices, not much bigger than an old VCR cassette, report a vehicle’s location, speed, and even things like whether the 4 Wheel Drive is engaged!

Some devices are specialized to record and report temperature in trailers, acceleration / deceleration, and if equipment is within specific “danger zones” (like a sour gas well site).

Other GPS systems are meant to protect personnel. In some cases workers carry a small GPS unit similar to what runners use to measure their distance and speed. In other cases the portable unit reports back to the truck-mounted GPS.

I can’t help but get the feeling that GPS suppliers are busy! The two main issues driving GPS fleet management are:

1) The labour shortage and our business climate means companies with equipment are putting new operators into their equipment, and giving those operators more responsibility faster than usual. When you consider that the cost of even a Ford 350 plus welding or towing gear can run into six figures you know you have to manage the way your equipment is being used or risk serious losses.

2) Equipment thievery. Some trucks have less security (like coded ignition keys) than a GM or Toyota automobile! The situation with construction equipment is even worse: Cars and trucks have a central registry, but equipment registration is not mandatory. There are stolen equipment databases, and some manufactures like Caterpillar, John Deere, and Case maintain stolen equipment lists for their dealers—but once the equipment is gone it’s tough to track down!

GPS - an effective solution:

GPS relies on 24 satellites maintained by the U.S. Department of Transportation and the U.S. Department of Defense. GPS use is free to users. The $400 Million annual cost of maintaining the GPS system is borne by the U.S. taxpayer.

The GPS supplier sells or rents their GPS units. Depending on the supplier, these units “report” their position and other information to a secure Internet site where the

fleet manager — or call centre — can retrieve reports and updates.

When an alarm is raised a call is placed or an email is sent by the GPS hardware to a number. That’s when we get involved. Each alarm triggers a “response protocol” in our call centres. We may need to contact an on call personnel, company managers, security contractors, or take a combination of actions depending on your instructions. In any event, your company and other key contacts are notified quickly when there is an emergency.

TELEPHONES AND TECHNOLOGY: The “Odd Couple” finally produce a consumer friendly child!

Edmonton
One of the most common grievances we all suffer is caused by a sort of forced union between telephone and computer technology. Consumers and businesses alike have had it with complex voice mail menus (press 1 for this, 2 for that, followed by choose 1 for this, choose 2 for that, choose 3 for the other thing….) Even worse is the infamous speech recognition systems used by companies more concerned with their profits than customer service. (”I’m sorry, I must not have understood you correctly…”)

Next generation telephone switching technology has provided the answer. Select Communications Inc., the largest inbound call centre network in Western Canada, has implemented a customized telemessaging and communications system. Designed and manufactured by Montreal based Szeto Technologies Inc., the “Call Linx” technology is based on VoIP and Linux. Szeto’s systems combine advanced software-assisted services with, of all things, a human operator.

Businesses where customer service is key to their success have recognized that a combination of technology and a traditional “human touch” is what creates a great “customer first” impression. It’s not just about customer service either: Alberta’s energy sector depends on communications technology to safeguard their workforces. Rapid, intelligent communication is a vital component in safety networks. The challenge has been twofold: successfully combining people with high-tech information systems, and (of course) providing the service at a reasonable cost.

The system is simple in principle: A telecommunications and software based machine intelligence provide live operators with a steady stream of “as needed” information - depending on the context of the current conversation. The beauty of this system is that the technology is available and assists the operator but the technology is ‘hidden’ from the caller. This promotes a normal and natural call experience for the caller and a strong impression of a “customer service” first company. Operators love it because it takes the guesswork out of critical conversations and leaves operators free to direct the call and concentrate on what their caller is saying.

The number of businesses that require 24 hour personalized customer support is staggering. They range from oil field service firms to funeral homes, and include any business looking for a competitive edge based on better service and a more professional image. In the oil patch, work-alone legislation and progressive employers have created a demand for first class employee safety check-in systems. Les Bidewell, president of Select Communications and Select Call Centres says “my customers demand far more than unattended voice mail can deliver. When there is an emergency, a tragedy, or even a competitive business situation our customers need the intelligence and speed of human operators. In the final analysis, only a live operator can provide ‘the human touch’.”

The challenge has always been managing costs as well as customer service. Ironically, most businesses requiring the most in customer service are the same businesses that are operating around the clock, seven days per week, every week of the year! Select’s implementation of Call Linx is Alberta’s first introduction to this customer service solution, and Select’s customers are enjoying the benefits of increased customer service.