Customer Response Centre

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A personalised, non-geographic 24/7/365 service.

Accredited by the Institute of Customer Service, our Customer Response Centre (CRC) houses a dedicated and experienced 30-strong team that provide customer support 24/7/365. This team utilise cutting-edge technology to achieve our consistently high levels of customer service.

Our operating system is cloud-based, allowing us to enact our Business Continuity Plan away from the CRC building itself. This ensures that there is no interruption to customer support, even in the event of a disaster (or pandemic).

Our operating system and internal processes also allow live call listening, automatic customer survey feedback loops, and real time SLA and KPI measurement, all of which form the core of our ISO 9001 accredited Quality Management System. The system also provides key performance data that is used by CRC leaders to continuously improve of our people and services.

"just wanted to make you aware how happy we are with the service we receive. The account managers, mobile repair technicians, and help desk team are all fantastic. The delivery model has adapted perfectly to our needs and the service provision consistently meets our high standards."

Tom Gardener, Senior Retail Facilities Manager, Dixons Carphone.

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Customer Response Centre (CRC)

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Customer Response Centre (CRC) and Mobile Repair Technicians (MRTs)

Maximising customer experience through effective delivery and innovative solutions.

VINCI Facilities delivers 24/7/365 planned and reactive maintenance across the UK and RoI. Requests are received and co-ordinated in a state-of-the-art CRC, with a team of MRTs delivering an efficient and responsive service for clients.

Accredited by the Institute of Customer Service, the CRC houses a 50-strong team and utilises cutting-edge technology and LEAN initiatives to maximise standards. The team’s commitment to excellence has seen standards improve year-on-year, including Net Promoter Score (up 24.9) and Right First Time (up 3%).

The CRC-embedded planning and scheduling team manages a UK & RoI wide network of mobile engineers, who are strategically located to enable round-the-clock nationwide coverage for reactive and PPM activities. Led by experienced Service Delivery Managers, the multi-skilled mobile engineering team are accredited to deliver a diverse range of building services activities, including electrical, gas, ventilation, air-conditioning and refrigeration.

Among the many clients benefiting from this service are Shell Retail, Canal and River Trust, CRUK, Debenhams, Dixons Carphone and Smyths Toys.

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Customer Response Centre (CRC) and Mobile Repair Technicians (MRTs)

200,000
Inbound calls received per year

35,000
Work orders completed per year

91%
Average SLA results (industry norm 85%)

Maximising customer experience through industry-leading support services.