The FAIM Contact Centre serves as a central communication hub for logging, tracking, and reporting of breakdowns, preventive maintenance, and compliance with necessary standards for all types of physical assets. These include courts of law, military bases, police stations, prison facilities, border control ports of entry, and offices.
In addition, provincial government facilities supported by the FAIM Contact Centre include numerous hospitals and health-care facilities. The FAIM Contact Centre also logs and tracks breakdowns and preventive maintenance at various local government water purification and wastewater treatment works.
The aim of the FAIM Contact Centre is to support effective operations at these facilities and, in particular, to provide a service to asset custodians, consulting engineers, and contractors.
Typical breakdowns logged with the FAIM Contact Centre include interruptions in water and electricity supply, leaking water pipes, defective plumbing, drainage, sanitary and brassware, blocked sewers, defective mechanical installations, such as air-conditioning equipment, as well as road and storm-water related damage.
As regards elevator installations, occupied stops are reported to the FAIM Contact Centre and service providers are allowed 20 minutes to arrive on site before penalties are imposed in terms of the service level agreements.
The multilingual, around-the-clock FAIM Contact Centre provides all callers with a unique reference number and ensures that all conversations are recorded for audit purposes in order to comply with the accredited ISO 9001 Quality Management System of Advance Call.
The fundamental advantage of a centralised contact centre for logging and tracking breakdowns of facilities and infrastructure is its reporting capabilities, as reporting is an essential element in performance management.
A comprehensive reporting tool facilitates automated reporting on a daily, weekly, and monthly basis. Furthermore, the real-time, web-based application enables users to generate reports continuously.
Typical reports include:
All calls are received and processed by a client-oriented team trained to handle every possible situation. Advance Call has invested substantial resources in the training and capacity building of its employees, ensuring, inter alia, that team members regularly attend accredited training courses.