Facilities Management Resources

Call Center

Automated Approval System
Reduce the amount of time spent reviewing and processing maintenance tickets.

Call Center Efficiencies
In order to provide support to our stores after hours, we have a cell phone that is carried for emergency issues. We call it our “Hot Line.” The responsibility for the cell phone is rotated among the associates in the department. As store count has increased, the overtime being charged for phone duty was, on average, 20 or more hours per week. In addition to the expense, the associates were suffering from “burn out” as they were taking calls at all hours of the night, interrupting their sleep. The majority of the calls were not true emergencies. Keywords:

Cost Management
For FMs providing the best service at the lowest possible cost is the key to cost management.

Deferred Maintenance
Deferred Maintenance: short term gain, long term cost?

IVR Compliance
A large national retailer wanted to increase their IVR compliance. This retailer utilizes an IVR system linked to their Client Maintenance Management System (CMMS). The existing level of compliance averaged 70% and therefore required department head count to manage vendor compliance levels.

Managing Emergency Calls
After a reduction in head count, Nike's short-handed department was burdened with the increased frequency of the rotating on-call pager. In an environment without an auto dispatching work order tool, and a manual call process, the pager rotation was adding fatigue and pushing the staff towards burnout.

Reporting Expenses
One of GameStop's challenges has always been to report back to upper management and the field, the dollars wasted by nonsense calls from the field. Many times they tell you what you want to hear in order to get a service call. However, when the vendor arrives it is a different story.

Using Call Centers
Call Centers can provide the answers to your stores' service needs.