Callworks FAIM

  • The FAIM Contact Centres provide a breakdown logging and preventative maintenance facility to asset managers. These Contact Centres aim to improve the efficiency, effectiveness and responsiveness of operations at the various facilities.
  • The FAIM Contact Centre serves as a central communication hub for logging, tracking, and reporting of breakdowns, preventive maintenance, as well as compliance with the 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.
  • 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.

Ethics and Fraud

DISCLOSURES CAN BE REPORTED TO THE ETHICS & FRAUD HOTLINE ON ANY INCIDENTS OR BEHAVIOURS THAT CAN POSSIBLY BE CONSIDERED UNLAWFUL, UNETHICAL OR IRREGULAR. THE DISCLOSURES RECEIVED ARE CATEGORISED AS FOLLOWS:

  • Fraud (forgery, falsification of documents/claims, identity theft, misrepresentation)
  • Corruption (any form of bribery, third party collusion, contract and procurement irregularities)
  • Theft (unlawful and intentional removal of company property, with the aim of permanently depriving the company of the benefit thereof)
  • Misconduct (harassment, any form of discrimination, intimidation, abuse/misuse of company property, time and attendance abuse, abuse of authority)
  • Unethical Behaviour (favouritism, nepotism, conflicts of interest).
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Business Processes Outsourcing

Business Process Outsourcing (BPO) involves relocating business processes that a company usually performs in-house to a third-party service provider, to carry out the services on behalf of the company. As companies worldwide respond to increasing cost and efficiency pressures and the need to deliver meaningful, sustained, positive customer experiences, Contact Centres are favoured for business process outsourcing.

Our Contact Centre Services:

DIRECT SALES

  • Inbound sales and response handling
  • Outbound Telesales & Telemarketing
  • Up-sell and Cross-sell initiatives
  • Lead generation and appointment booking

CUSTOMER SERVICE

  • Help Desk
  • Enquiry Desk
  • Competition Lines
  • Data Cleaning
  • Account Queries
  • Complaint Management and Resolution Management

CUSTOMER CARE

  • Proactive customer contact
  • Courtesy Calls
  • Welcome Calls
  • Satisfaction Surveys
  • Market Research
  • VIP Customer Programmes