Page 28 - LESSONS LEARNED BY MADARFM

JOB CARD ANALYSIS (MARVELA COMMUNITY)

• A call center is a heartbeat for any Facility Management Company (FMC) and is important

for achieving customer satisfaction, business efficiency and greater sales. This is a major

work flow process for the FMC.

• Some advantages of Call Center are as follows:

 Speed and assertiveness. Serving clients through telephone is faster than serving them in

person, since waiting times are shorter and employees are more objective when solving

and facing problems.

 Innovation. Providing an immediate and effective service enhances companies’ image

through a status of responsibility and commitment.

 Quality. Recording calls by means of software applications, so as to analyze them

periodically increases companies’ opportunities to improve the features that do not meet

clients’ expectations.

 Availability. Providing a twenty-four seven (24x7) specialized service in each department

throughout the year, enables clients to reach companies without delays or restrictions.

“Pre-loaded data, Electronically recorded, resource and material allocation, follow-up and

completion. Customer satisfaction survey taken and recorded.”

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