How can I be confident that SCN’s staff have the right attitude and approach to represent my business and brand?
SCN staff are selected on the basis of both skills/experience and personality profile. They are required to go through a comprehensive induction and routine training/refresher courses are provided. You’re welcome to ask our existing clients before making your decision to come on board.
Do I have to use SCN on a 24/7 basis?
No, we are happy to negotiate any regular pattern of service. Such as:
- Midnight to 6am, Monday to Thursday
- All week, except for Friday/Saturday night
Just ask, we’ll tailor a package for you.
How will I know what’s going on day-to-day?
Right from the outset, we’ll agree which of the statistics and KPI’s you will want reported each month. You’ll also be able to interrogate the many real-time, on-line reports available from our dispatching system whenever you want. This includes things like “no show” reports and “shift summary” reports, providing you with confidence that fleet operations are progressing smoothly.
Why is it more cost effective to use SCN’s call centre than to continue employing our own staff?
It’s simple, really: SCN manages many fleets and can optimise staff utilisation to match demand far better than individual fleet call centre operations. Just consider how many overnight hours you currently pay for when there are virtually no callers to respond to.
Can our callers be greeted by name?
SCN’s sophisticated telephony system allows us to greet repeat customers by name, should you want us to do so.
How long does it take to get started?
Four weeks is comfortable, though if you need to get started faster than that, we can make it happen.
When we sign up with SCN, are we locked in forever?
Absolutely not. Our contracts normally provide for an initial term of two years with two year renewals thereafter.
What if I’m not happy with some aspect of SCN’s performance?
Our philosophy is that regular, open communication is the best policy. If there’s anything you want to talk about at any time, operations managers are ready to talk and are committed to continuing our relationship for the long term.
