A local home decor wholesale business that sells products to major North American retailers was trying to manage a busy customer service department with calls coming from the retailer’s clients across North America and multiple time zones. A timely response is crucial for the wholesale clients as they are either in the retailer’s premises or performing a DIY installation. As well, without access to call statistics data, the ability to manage staffing properly was a big challenge.The solution was to install a cloud-based telephone system with the call centre application and the reporting tools. Any number of simultaneous calls may be processed removing annoying busy signals that often results in client complaints. Calls are now placed into manageable queues to ensure each caller is responded to on a timely basis. In addition, detailed call reports enable management to identify geographic activity, average call times and peak periods for staffing requirements.As a result, the client satisfaction rate has increased considerably and the wholesale clients are receiving a higher level of positive feedback.
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