Hawkins is a growing group of organisations specialising in forensic investigation, cause and origin investigation, and training for professional investigators.

Hawkins

About Hawkins

Hawkins is a growing group of organisations specialising in forensic investigation, cause and origin investigation, and training for professional investigators. The organisations complement one another so that we can better serve the needs of our clients.

The Challenge

Hawkins required Overflow and Out Of Hours Incident Management to capture new incidents. Their existing supplier struggled to comply with their client requirements and provide the necessary policies and service, leading Hawkins to find a new supplier.

The Outcome

CallCare worked with Hawkins to fully understand the pain point experienced with their existing supplier. We built an overflow and out of hours incident management team for Hawkins to capture new incidents.

 

Through triaging the issue, CallCare were able to determine the type of incident in order to make a series of outbound calls to the applicable on-duty member of staff, enabling Hawkins to meet their SLA’s and provide their client with a greater customer experience.

Corinne Tucker

‘The transition to CallCare has been smooth, efficient and effective. In a world that is now based on-line, we are grateful that we can talk to our CallCare team immediately and any queries of issues are dealt with quickly and competently. We are looking forward to a long and successful partnership with CallCare.’

 

Corinne Tucker – Operations Manager

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