Norman's overflow service provides a simple solution to an often frustrating customer problem - long wait times.
Using a simple trigger in your telecoms system your calls can seamlessly overflow to our 24/7 x 365 Service Desk team, reducing wait times and allowing your local team to catch up with demand. This is a bespoke service and the trigger will change depending on your exact requirements.
Norman can cover a wide range of calls including (not exhaustive!) :
- Appointment Booking
- Switchboard Transfers
- Sales/Telephone payments
- General Enquiries
- Library and IT Support
We will agree with you a mechanism by which we will return ticket details or call information - with priorities determined by you (for example you may prefer Classroom AV or High Priority tickets to be escalated).