Sector: Video Production
Services: 24/7 Technical Support, call patching, emergency dispatching
About: Canadian based and established in 1974, Ross Video powers video productions for billions of global viewers daily with the industry’s widest range of smart production solutions. Ross makes it easy to create compelling news, weather and sports broadcasts, engaging material for sports stadium screens, entertainment shows and rock concerts, educational institutions, legislative assemblies, corporate applications, and inspiring content for houses of worship.
Ross’s Challenge: Responding to customer requests from multiple time zones. The On Call Centre assistance with after-hour service requests, by answering client service requests efficiently, documenting and promptly transferring the customer to the assigned technical support specialists.
On Call Centre’s Solution: Since 2016, On Call Centre has provided Ross Video assistance in monitoring their after-hours service requests. We receive calls in relation to Live TV, Live Broadcast (On Air emergencies) as well as Off Air questions/concerns. On Call Centre takes and dispatches all messages, including sending group emails, connecting callers through call patching and an escalation process for emergency calls, so that assigned technical support specialists can address the customer’s concerns quickly.
On Call Centre’s Delivered Value: Thanks to On Call Centre, Ross Video is able to continue to provide outstanding, reliable and efficient customer service to their Global clients, 24 hours a day, 7 days a week, 365 days a year!