WORKING IN OUR SERVICE RESPONSE CENTRE

Miller's Vanguard's National Service Response Centre boasts the latest facilities handling 400+ calls per day and is manned 24/7.

 

All calls are triaged and technically screened via our Management Information system then electronically transmitted to our Field Engineer’s via their networked tablets. Our Customer Assurance Team and Call Handlers manage and prioritise this workload through the Management Information system, with the benefits of vehicle tracking software which further assists with job allocation and management.

 

Our fast-paced teams in the Response Centre driven by customer service level agreements, are divided into a number of key areas.

 

Firstly the Inbound Customer Assurance Team are the direct liaison with the thousands of stores we cover both electronically and over the phone, offering first line screening support.

 

Thereafter our Technical Desk is another key part of the jigsaw assisting stores whilst offering the opportunity for remote diagnoses and fix. In addition our experience technical team of Ex-Field Engineers have access to a vast library of data allowing them to assist the engineers live and arranging replacement parts for dispatch through our parts department.

 

Finally, our Call Handling Team have a strong relationship with our Engineers working together to ensure all calls are responded to effectively, whilst having the ability to distribute calls geographically. This team is key to pro-actively monitoring outstanding tasks in conjunction with the Response Centre Management Team.

 

To support both our Field Engineering workforce and the Factory we have an in-house Purchasing and Supply Chain department comprising of a highly experienced team driven by procurement professionals sourcing parts globally.

 

In order to control 130,000 reactive calls and 135,000 PPM/Deep Clean visits a comprehensive asset database is required. To this end we have an assets department monitoring the c.100,000 devices across 8000 stores. All this data not only drives the business pro-actively it also services to maximise our KPI performance and call screening function.