Hotline
![Hotline management](img/jpg/gestion-hotline.jpg)
24-hour hotline management
A quality hotline service is based on several essential prerequisites:
- Selecting a well-trained on-call team
- Choice of a single on-call number
- Implementation of a call redirection system for the on-call number
- Call escalation scenarios
- Message alert systems
- On-call call follow-up
- ...
![Hotline](img/jpg/Astreinte-hotline.jpg)
How to secure on-call hotlines
The Planitel solution simplifies the management of your hotline while securing the entire call reception process.
Based on a telephone schedule, Planitel automatically transfers all calls to an on-call number according to time or daily slots, on-call personnel and the various means of contacting them. reach them. This may be a call center or switchboard during working hours, and a set of on-call technicians at night or weekends.
Automatic call transfer eliminates the risks associated with human intervention when dialing numbers, ensuring reliable, error-free call execution."
![unique number](img/jpg/renvoi-automatique.jpg)
Optimize your telephone hotline management
In addition to automatic call transfer, Planitel allows you to program several scenarios in the event of the on-call technician failing to answer:
- Escalation to another technician.
- Script rehearsal
- Level 2 climbing
- Messaging with automatic e-mail
- Sending SMS alerts
To guarantee total customer satisfaction, you'll no longer experience call loss, and you'll benefit from extremely precise tracking of all events linked to your telephone hotline.
![Automatic referral](img/jpg/programmation-hotline.jpg)
IVR telephone hotline
In some cases, certain product ranges may correspond to several on-call teams, which means that several schedules may be involved.
In such situations, the use of a front-end IVR becomes indispensable.
This IVR will enable callers to select a specific product or enter a contract number, which will automatically direct them to the corresponding on-call schedule and put them in touch with the right contact person.
All Planitel solutions can be customized to suit your organization.