Our client in this case is one of the world’s largest manufacturer and
marketer of spas, saunas, and other recreation equipment.
Dealing with recreation equipment, our client gets calls all thru the day from with in the USA of all age groups both from their home and business, which demanded 24/7/365 coverage.
Not only did our client want presence over phone to "attend to" sales but also to make sure that their after sales service is excellent. The client has lots of referral programs and also sells their product thru large retail stores
Questions that need to be answered over phone were of the following nature:
- Enquiries on promotions
- Placing order
- order status
- Placing order for replacement part
- Technical assistance
- Customer service
Apart from these, they also receive calls from employees at the retail stores who sell their products. All these necessitated the need for 24/7 Phone support for various activities and also multiple phone lines for different purposes ( one number for one retail store assistance, one number per service type, one number per promotion etc)
Making it all simple
To get an idea about the system and offer better solution, initially we start with after hours answering service where messages are taken and passed on to the team at US in the form of an email to the person designated, with appropriate notes. A web interface has been developed for this purpose in which the Answering service team fills in all necessary fields like the caller's Full name, telephone number, Nature of call ( which determined who has to receive the notification) Notes about the type of question etc. On submitting this form in the web interface an email is sent to respective department/department head.The agents also collect further information like address if the caller requests for a Brochure.
Though this log was developed to pass on messages this later helped a lot l to generate reports on
1. No. of calls received per day which helps us generate further reports on peak hours/ identification of peak hours, assigning additional staff etc
2. Effectiveness of a promotion. The answering service also collects information on lead source ( a simple question as " how did you come to know about us" did the trick)
3. Proportion of Calls by their nature on the total- example how many on technical assistance, how many on Sales, How many from Retail stores etc which helps both us and our client make staffing decision
Once this log is submitted, the employees at the client's end can access it and change status of call, once a follow up is done. This helps them to follow up calls on time, find out those pending on a single click and also update the log ( data base) with information in follow up result. Ex: whether a sales inquiry was converted to Sales and if so by whom. This in turn helps them determine which agent turned out how many sales, conversion ratio etc
The service levels of the Answering service and the use of valuable data/information collected, prompted our client to quickly upgrade the package to include Operator service.
The solution offered finally turned out to be a combo package which served several purposes in one stop. Answering + Operator Service and the data collected by them going as inputs to several departments. Our client right now is looking at extending other services like order verification and status checks to ContACT.