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                01793 432234
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What the Support Desk has to Offer
The Support Service There are two options available for logging a problem or issue with the CTS Retail Support Desk; by email or by telephone. An email form will need to be completed which ensures we have all the information necessary to deal with the problem. The email form can be added as a custom POS button and placed on your desktop if you wish. This enables you to instantly log any problems and saves you from queuing to speak with an operator. A call reference number will be emailed back to you automatically and the issue is logged onto our call logging system which will be dealt with as quickly and efficiently as it would if it were placed via telephone. Telephone Initially when you contact Support on your assigned telephone number your call will be answered by one of our Support Operators. This is a team of trained staff to ensure your call gets answered efficiently and professionally. The Support Operator’s role is to ensure the call is logged with great detail and then assigned to the next level for investigation and resolution.Once the Support Operator has all the required details to investigate they will then assign the call to a Support Associate who will investigate, resolve and contact you to ensure all has been tested and it is working to your satisfaction.
Figure 1 - Call Management Process Urgent Issues If you find yourself in a system down/non-trading situation, for example, if your tills cease to work, then when you contact the Support Team, our phone system will offer the opportunity to jump the queue if there is one and go direct to a Team Leader. CTS Retail Escalation Paths We aim for high customer satisfaction on all Support calls and we will work closely with you to resolve any problems. If at any stage you believe your call is not being dealt with to your satisfaction, you may speak to one of our Team Leaders in the first instance. If you are not satisfied at this stage, a member of the Support Desk Management Team will resolve your issue. CTS Retail SLA’s and Call Priorities Depending on the nature of the call received our Support team will assign the call a priority. The priority given determines our SLA response and resolution times which will be predefined in the Terms and Conditions. Details of these can be found below;
Figure 2 - Our call logging system Statistical Information and Reporting We realise the importance of accurate reporting and statistical analysis can be made available along with a full range of reports. We use Seagate Crystal reports to provide our customers with weekly or monthly reports depending on your requirements.
Figure 3 – Example of reporting from our call logging system The reports available vary from call trends to SLA performance * Existing customers, click here to access our on-line web client
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