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CTS Retail operates a National Support Centre, available 364 days per year between the hours of 7am to 9pm Monday to Saturday, 9am to 5pm Sunday.
The Support Centre performs to our predefined Service Level Agreements (SLA), ensuring high levels of customer satisfaction. The effectiveness of the support provided to our clients is accurately measured. Statistical analysis can be made available along with a full range of configurable reports.
Our support structure enables us to manage our clients needs in the most effective way. Our trained teams can quickly determine the nature of a call and what action needs to be taken. Remote access software allows us diagnose the problem, further reducing our response times. Both problem and resolution details are recorded by client and site ID and all calls logged are given a unique reference number.
The quality and level of support provided by CTS extends beyond our initial support team, in fact, it is provided at all levels throughout CTS. Calls are managed and resolved at 1st line, 2nd Line and where necessary escalated externally for resolution.
Every customer has access to an account manager, their role is to ensure that the customer is fairly represented and that all projects and issues undertaken are handled professionally.
There is no differentiation at CTS every issue raised will be managed to resolution. We take ownership so that our customer can concentrate on their main activity.
Contact us to discuss your specific support requirements.
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