All error codes detected by the monitoring software are proactively managed by our call centre personnel. Once a call is logged, any technical problems are dealt with quickly and efficiently and the call is not closed until the ATM is back in service.
The error code received from each ATM is time and date stamped and logged within a service report. A full service history is maintained for each ATM.
The helpdesk operator will initially dial into the ATM and undertake further diagnostic checks before deciding on the appropriate course of action. Where we are unable to reset an error remotely an engineer will be deployed.
In addition to the automated fault detection system, the ATM helpdesk are available to respond to incoming calls from the 1800 number. The majority of these calls are card user queries and not always as a result of an ATM fault.
As with the automated fault detection system all incoming calls are logged and form part of the service history for each ATM.